TY  - BOOK
AU  - Raghavachari, M.
AU  - Ramani, K. V.
TI  - Delivering service quality: managerial challegnes for the 21st century 
SN  - 0333934091
AV  - 658.8343 RAG
U1  - 658.8343 
PY  - 2000///
CY  - Delhi
PB  - Macmillan
KW  - Service quality
KW  - Delivering
ER  -