TY  - BOOK
AU  - Tyagi, Rajesh K
AU  - Gupta, Praveen
TI  - A complete and balanced service scorecard : creating value through sustained performance improvement
SN  - 9780131986008
U1  - 658.3125 TYA 
PY  - 2008///
CY  - Upper Saddle River, N.J
PB  - FT Press
KW  - Customer services
KW  - Performance - Measurement
KW  - Service industries - Management
KW  - Total quality management
N1  - Includes bibliographical references (p. 275-282) and index
ER  -