Rohit Ramaswamy    <br/><br/>
Design and management of service processes :   keeping customers for life /  
Rohit Ramaswamy    
 - Reading, Massachusetts :  Addison-Wesley,   c1996    
 - 424 p. :  ill.;   24 cm.    
 - Engineering process improvement series    .
<br/><br/>Includes bibliography and index    
<br/><br/><label>ISBN: </label>0201633833    
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management   <br/>Production planning   <br/>Service industries--Quality control