Stamatis, D.H. <br/><br/>
Total quality service:  Principles, practices, and implementation/ 
by D.H. Stamatis. 
 - Delray Beach, Florida:  St. Lucie Press,  c1996. 
 - xvi,318p.  24.6cm. 
<br/><br/> Includes appendices, bibliography and index 
<br/><br/>Chapter 1. Quality  --2. Product versus service  --3. Communication and management  --4. Total quality service implementation strategy  --5. Teams and empowerment  --6. Conflict resolution  --7. Customer service and satisfaction  --8. Benchmarking  --9. Problem solving and tools used in TQS  --10. ISO and services. 
<br/><br/><label>ISBN: </label>1-884015-83-2 
<br/><br/><label>Subjects--Topical Terms: </label><br/>total quality service
<br/><br/><label>Dewey Class. No.: </label>BCir.658.812  / St21p 1996