@inproceedings{inproceedingse4eaa16c,
title   = {Differences in perceptions of quality amongst managers and front line employees in a service organization},
author = {Gargeya, Vidyaranya B and Herzing, Michael and Gouvêa, Maria Aparecida},
year = {2005},
publisher = {POMS},
booktitle   = {Annual Conference of POMS}
}