Martin, William B. <br/><br/>
Providing quality service 
by William B. Martin 
 - Upper Saddle River   Prentice Hall  2003 
 - xvii, 167 pages; 26 cm. 
<br/><br/> includes index  
<br/><br/><label>ISBN: </label>0-13-096745-9 
<br/><br/><label>Dewey Class. No.: </label>647.94/M36/2003