TY  - BOOK
AU  - Keinigham, Timothy L.
AU  - Zohorik, Anthony J.
TI  - Service marketing
SN  - 673991458
U1  - 658.8 
PY  - 1996///
CY  - New York
PB  - Harper Collins College Publishing
KW  - Customer services ;Aftersale service ;Customer satesfaction
ER  -