TY  - BOOK
AU  - Lashley,Conrad
TI  - Empowerment: HR strategies for service excellence 
T2  - Hospitality, leisure and tourism
SN  - 0750652446
U1  - 658.3 21
PY  - 2001///
CY  - Oxford
PB  - Butterworth-Heinemann
KW  - Service industries
KW  - Personnel management
KW  - Customer services
KW  - Management
KW  - Employee empowerment
N1  - Previous ed. published as: Empowering service excellence. London : Cassell, 1997; Includes bibliographical references and index
ER  -