Besterfield, Dale H. creator Besterfield-Michna, Carol creator Besterfield, Glen H. creator Besterfield-Sacre, Mary creator Delhi Pearson Education, India 2003 3rd ed. Eng 652p. illus. 2008-06-18 T M Executive management Total quality management Leadership Consumer satisfaction Employees Environmental management 658.4013 T64 81-7758-412-X 20120907085149.0