@inproceedings{inproceedingsbd3066ac,
title   = {Activities for the control of the quality of customer service: the case of a service company},
author = {Toledo, Geraldo Luciano and Gouvêa, Maria Aparecida and Rodrigues Filho, Lino Nogueira},
year = {1999},
publisher = {Manchester Business School},
booktitle   = {High Technology Small Firms Conference}
}