http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
Quản lý chất lượng dịch vụ ngành dịch vụ khách hàng
Cách giúp tổ chức đạt được sự vượt trội trong trải nghiệm khách hàng = Managing quality service in hospitality : How organizations achieve excellence in the guest expericence
Sách nói về chiến lược dịch vụ khách hàng, nhân viên dịch vụ khách hàng và hệ thống cung cấp dịch vụ khách hàng.
Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton ; Lê Thu Ngân (dịch)