Chapter 1
1. David A. Garvin, Managing Quality (New York: The Free Press, 1988).
2. Debashis Sarkar, The Managers Handbook for Total Quality Management (Beacon Books, 1998).
3. Alan P. Brache and Geary A. Rummler, “The Three Levels of Quality,” Quality Progress (October 1988): 46–51.
4. Valarie A. Zeithaml, Leonard L. Berry and A. Parasuraman, “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science (April 2008): 1–12.
5. Jack Campanella, ed., Principles of Quality Costs: Principles Implementation and Use (New Delhi: PHI Learning, 2008).
6. American Society for Quality Control, Principles of Quality Costs (Milwaukee, WI: ASQ Quality Press, 2005).
7. Joseph M. Juran, Quality Control Handbook ...
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