Service quality in hospitality organizations/ 
ed by Olsen, Michael D.; Gummesson, Evert,  Teare, Richard 
 - London:  Cassell,  1996. 
<br/><br/><label>ISBN: </label>9780304327867 
<br/><br/><label>Dewey Class. No.: </label>647.940685  / SER