TY  - BOOK
AU  - Murphy,John A.
AU  - Farmar, Tony.
TI  - Service quality in practice: a handbook for practitioners 
SN  - 0717118797 (pbk. )
PY  - 1993///
CY  - Dublin
PB  - Gill and Macmillan
KW  - Total quality management
N1  - Includes index; Includes bibliographical references
ER  -