Tyagi, Rajesh K <br/><br/>
A complete and balanced service scorecard : creating value through sustained performance improvement 
Rajesh K. Tyagi, Praveen Gupta 
 - Upper Saddle River, N.J  FT Press  c2008 
 - xxv, 293 p. ; ill. ; 24 cm. 
<br/><br/> Includes bibliographical references (p. 275-282) and index 
<br/><br/><label>ISBN: </label>9780131986008 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Performance - Measurement<br/>Service industries - Management<br/>Total quality management
<br/><br/><label>Dewey Class. No.: </label>658.3125 TYA