@article{417048,
      author = {Chapman, R. L. and Dean, Alison M.},
      url = {http://library.usi.edu/record/417048},
      title = {Innovation and quality improvement in service  organizations/},
      publisher = {Emerald Group Publishing,},
      recid = {417048},
      pages = {103 p.},
      address = {Bradford, England :},
      year = {2002},
}