Westminster City Council: improving quality through complaint management

Autor:	Carney, Steve
Zdroj:	Managing Service Quality: An International Journal, 1996, Vol. 6, Issue 4, pp. 20-22.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/09604529610120230 Zobrazit plný text záznamu