TY  - BOOK
AU  - Waldman, David D.
AU  - Gopalakrishnan, Mohan
TI  - Operational, organizational, and human resource factors predictive of customes perceptions of service quality. En : Journal of management related research theory development and application
U1  - RM 
PY  - 1996///
CY  - London
PB  - Jai Press
KW  - CALIDAD TOTAL
KW  - EMPRESAS PRIVADAS
N1  - 03462
N2  - The objective of this study was to examine the relationship between total quality management factors and business unit performance as measured by customer perceptions of service quality. Data were collected from 26 business units of larger service organizations
ER  -