00753nam a2200193 a 450000500170000000800410001702000150005805000250007324501020009826000570020030000330025744000440029050000770033450400510041165000240046265000230048665000210050973000290053020230110145351.0090629s1994    maua   g      001 0 eng d  a0875845622 0aHF5415.5b.C625 199400aCommand performance :bthe art of delivering quality service /cwith a preface by John E. Martin.  aBoston, MA :bHarvard Business School Press,cc1994.  axx, 260 p. :bill. ;c24 cm. 4aThe Harvard business review book series  aArticles originally published in the Harvard business review since 1982.  aIncludes bibliographical references and index. 0aCustomer relations. 0aCustomer services. 0aQuality control.0 aHarvard business review.