Van der Wagen, Lynn. <br/><br/>
Building quality service :  with competency-based human resource management / 
Lynn van der Wagen. 
 - Chatswood :  Butterworth-Heinemann,  c1994. 
 - xiii, 208 p. :  ill. ;  24 cm. 
<br/><br/> Includes index. 
<br/><br/>Includes bibliographical references : p. 201-204. 
<br/><br/><label>ISBN: </label>0750689102 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer services--Management.<br/>Customer relations.