Petruska, Robert <br/><br/>
Gemba walks for service excellence :  the step-by-step guide for identifying service delighters / 
Robert Petruska 
 - Boca Raton, FL :  Taylor & Francis,  c2012 
 - xiv, 85 p. :  ill. (some col.), photos ;  28 cm. +  1 CD-ROM 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>9781439886748 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Organizational effectiveness<br/>Customer relations