TY  - BOOK
AU  - Gray, Janet L
AU  - Harvey, Thomas W
TI  - Quality values banking : effective management systems that in create earnings, lower costs, anD provide competitive customer service
SN  - 0 471 55009 4
U1  - 332 .1 
PY  - 1992///
CY  - New York
PB  - John Wiley and Sons ,Inc
KW  - customer services
KW  - qualIty control
ER  -