~ tracking down this book ~
only cover on file
Service quality
by Roland T. Rust and Richard L. Oliver
“new directions in theory and practice”
1993292 pages~5½h read
only cover on file
1993292 pages~5½h read
“One of us (Rust) recently gave a lecture to an alumni gathering at Vanderbilt on the topic of Total Quality Management (TOM) and how it was being misapplied (see Kordupleski, Rust, & Zahorik, 1992).”
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