TY  - BOOK
AU  - Janelle Heineke
AU  - Mark M. Davis
TI  - Managing services: using technology to create value
SN  - 0-07-119477-0
U1  -  658 
PY  - 2003///
CY  - Boston,USA
PB  - McGraw-Hill
KW  - Customer relations-Management
ER  -