@article{1379609,
      author = {Jarvis, Alka, and Morales, Luis, and Ranadive, Ulka,},
      url = {http://library.usi.edu/record/1379609},
      title = {Achieving customer experience excellence through a quality  management system /},
      recid = {1379609},
      pages = {1 online resource (181 pages) :},
}