Service quality excellence :  challenges and strategies / 
edts., R.H.G. Rau ;  B.V. Ramana Murty 
 - Navi Mumbai :  New Delhi :  Institute for Technology and Management ;  Excel Books,  2012 
 - xi, 204 p :  ill., map;  24 cm. 
<br/><br/>Includes bibliographical references 
<br/><br/><label>ISBN: </label>9789350620090 (pbk)  Rs.395.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Social responsibility of business--Congresses<br/>Total quality management in human services--Congresses<br/>Customer services--Management--Congresses
<br/><br/><label>Dewey Class. No.: </label>658.408