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The Service Productivity and Quality Challenge
Orio Harker, Patrick T. Giarini Patrick T Harker
Springer Netherlands 1995
Online access. The library also has physical copies.
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EPBC - Esc. Politécnica-Bib Central
(331.5 Se69 )
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FEA - Fac. Econ. Adm. Contab. e Atuária
(331.11 S491 )
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