Delivering service quality; managerial challenges for the 21st century proceedings - Raghavachari M ed.; International Conference on Delivering Service Quality: Managerial Challenges for the 21st Century (28-29 Dec 1999 : Ahmedabad,India); International conference on delivering service quality: managerial challenges for the 21st century Ahmedabad, India 28-29 Dec 1999 (New Delhi Macmillan India, 2000)
Keywords: Quality control; Service quality