TY - BOOK AU - Mutua,Jossylin N. TI - Perceived service quality of employees in the utility industry: a case of Kenya Power and Lighting Co. Ltd AV - HF5415.5 .M883 PY - 2006/// CY - Nairobi PB - Daystar University KW - Customer services KW - utility industry KW - Daystar University research thesis (MBA) KW - Service industries KW - quality control N1 - Includes bibliographical references and index ER -