TY  - BOOK
AU  - Colley, John L.
AU  - 
ED  - 
ED  - 
ED  - 
ED  - 
SN  - 0534511260 (hardcover)
SN  - 2
PY  - 1996///.;copyright 1996.46
CY  - Belmont, California
PB  - Duxbury Press
KW  - 
KW  - 2
KW  - 0
KW  - 6
KW  - 20
KW  - Management;Management
KW  - Service industries;Customer services
KW  - Case studies.;Case studies
N1  - Includes bibliographical references; 5; Professional
ER  -