00709pamaa2200217 4500 0000019586 20060530090000.0 0077079493 658.562 EDV 1994 HD62.15 EDV 1994 EDVARDSSON Quality of service : making it really work Bo Edvardsson, Bertil Thomasson and John Ovretveit. London: McGraw Hill, 1994. xiii, 291p.: 24cm. Quality in action Service industries -- Management Service industries -- Quality control Total quality management Customer service -- Management Thomasson, Bertil Ovretveit, John