Empowerment : HR strategies for service excellence /
Conrad Lashley.
- Oxford ; Boston : Butterworth/Heinemann, 2001.
- xvii, 300 p. : ill. ; 24 cm.
- Hospitality, leisure, and tourism series .
Includes bibliographical references (p. [277]-293) and index.
0750652446
Service industries--Management. Service industries--Quality control. Customer services--Management