TY  - BOOK
AU  - Edvardsson, Bo and Others
AU  - Thomasson, Bertil ; jt. auth.
AU  - Ovretveit, John ; jt. auth.
TI  - Quality of service; making it really work
T2  - Quality in action
U1  - 658.812 
PY  - 1994///
CY  - London
PB  - McGraw-Hill
ER  -