00773cam a2200205 a 450000500170000000800410001701000140005802000360007205000250010808200140013310000180014724501150016526000500028030000350033050400640036565000460042965000470047570000190052270000260054120230110144735.0071015s2006    enkm     b   a001 0 eng    a98-030331  a04700891166 (pbk. : alk. paper)00aHD9980.5b.K375 200600a658.82211 aKasper, Hans.10aServices marketing management :ba strategic perspective /cby Hans Kasper, Piet van Helsdingen, Mark Gabbott.  aChichester ;aNew York :bJohn Wiley,cc2006.  axvii, 554 p. :bill. ;c25 cm.  aIncludes bibliographical references (p. 511-542) and index. 0aCustomer servicesxMarketingxManagement. 0aService industriesxMarketingxManagement.1 aGabbott, Mark.1 aHelsdingen, Piet van.