TY  - BOOK
AU  - Kasper,Hans
AU  - Gabbott,Mark
AU  - Helsdingen,Piet van
TI  - Services marketing management: a strategic perspective 
SN  - 04700891166 (pbk. : alk. paper)
AV  - HD9980.5 .K375 2006
U1  - 658.8 21
PY  - 2006///
CY  - Chichester, New York
PB  - John Wiley
KW  - Customer services
KW  - Marketing
KW  - Management
KW  - Service industries
N1  - Includes bibliographical references (p. 511-542) and index
ER  -