TY  - BOOK
AU  - Van der Wagen,Lynn
TI  - Building quality service: with competency-based human resource management 
SN  - 0750689102 (pbk.)
PY  - 1994///
CY  - Chatswood
PB  - Butterworth-Heinemann
KW  - Customer services
KW  - Management
KW  - Customer relations
N1  - Includes index; Includes bibliographical references : p. 201-204
ER  -