Raghavachari M <br/><br/>
Delivering service quality : managerial challenges for the 21st century 
Raghavachari M; Ramani K V 
 - New Delhi  New Delhi, Macmillan India  2000 
 - 651p 
<br/><br/><label>ISBN: </label>0-333-93409-1 
<br/><br/><label>Source: </label>Textbook