TY  - BOOK
AU  - Lashley,Conrad
TI  - Empowerment: HR strategies for service excellence 
SN  - 0750652446
U1  - 658.3 
PY  - 2001///
CY  - Oxford, Boston
PB  - Butterworth/Heinemann
KW  - Service industries
KW  - Management
KW  - Quality control
KW  - Customer services
N1  - Includes bibliographical references (p. [277]-293) and index
ER  -