TY  - BOOK
AU  - Normann,Richard
ED  - C. Wiley & Co.
TI  - service management: strategy and leadership in service business
SN  - 0 471 92885 2
PY  - 1991///.
CY  - chichester: 
PB  - john wiley and sons, 
KW  - Change
KW  - customer
KW  - Human resources
KW  - image
KW  - Leader
KW  - Management
KW  - Productivity
KW  - Quality
KW  - Service
KW  - Strategy
KW  - Technology
N1  - 185pp., 25x17
ER  -