: an executive's perspective Groves, Dennis Kevin Herbert Jim Correll creator text New Jersey John Wiley & Sons Inc. 2008 monographic xiv, 385 p. : ill. ; 24.5 cm. Includes index. Management Business success Customer satisfaction Competitive pressure Managing service Process design Leadership RSBM GLB-LHR 658.409 GRO 9780470260340 (hb) 20260603152627.0