TY  - BOOK
AU  - Kasper, Hans
AU  - deVries, Wouter
AU  - Helsdingen, Piet van
TI  - Services marketing management: an international perspective
SN  - 471984906
U1  - 658.802 
PY  - 2000///
CY  - Chichester
PB  - John Wiley
KW  - Marketing
KW  - Customer relations
KW  - Service level agreement
ER  -