@misc{indiciaec6f492a18c8c,
  title = {Lessons learned while implementing service quality improvement.},
  author = {K Litherland},
  doi = {10.1111/j.1945-1474.1995.tb00797.x},
  url = {https://pubmed.ncbi.nlm.nih.gov/10144982/},
  note = {Source identifier: 10144982}
}