TY  - BOOK
AU  - Lashley, Conrad
TI  - Empowerment: HR strategies for services excellence
SN  - 9780750652445
U1  - 658.3  LAS-E 
PY  - 2001///
CY  - Oxford
PB  - Butterworth-Heinemann
KW  - Customer services--Management; Service industries--Management
ER  -