Service quality excellence : challenges and strategies - Rau, R. H. G., edt; Murty, B. V. Ramana, edt; International Conference on Service Quality Excellence, (16-17 February 2009 : Navi Mumbai) (Navi Mumbai : Institute for Technology and Management ; New Delhi : Excel Books, 2012)
Includes bibliographical references
Keywords: Social responsibility of business -- Congresses; Total quality management in human services -- Congresses; Customer services -- Management -- Congresses