TY  - BOOK
TI  - Command performance: the art of delivering quality service 
SN  - 0875845622
AV  - HF5415.5 .C625 1994
PY  - 1994///
CY  - Boston, MA
PB  - Harvard Business School Press
KW  - Customer relations
KW  - Customer services
KW  - Quality control
N1  - Articles originally published in the Harvard business review since 1982; Includes bibliographical references and index
ER  -