?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adissertation&rft.au=Sudeep+Salil%2C+Chatterjee&rft.aulast=Sudeep+Salil&rft.aufirst=Chatterjee&rft.degree=Masters&rft.date=December+2006&rft.title=Relationship+between+customer+care+and+business+volume+%3A+the+case+of+Concorde+Hotel%2C+Kuala+Lumpur&rft.inst=Open+University+Malaysia+(OUM)&rft.tpages=47