William , B. Martin. Ph.D. <br/><br/>
Managing Quality Customer Service   English  
William , B. Martin. Ph.D. 
 - USA:  Crisp Publications, Inc. ;  2004. 
 - vi,94p:  ill:  19cm.  
<br/><br/><label>ISBN: </label>8176495921 
<br/><br/><label>Dewey Class. No.: </label>658.812  / MSR