TY  - BOOK
AU  - Petruska,Robert
TI  - Gemba walks for service excellence: the step-by-step guide for identifying service delighters 
SN  - 9781439886748
PY  - 2012///
CY  - Boca Raton, FL
PB  - Taylor & Francis
KW  - Customer services
KW  - Organizational effectiveness
KW  - Customer relations
N1  - Includes index
ER  -