TY  - BOOK
AU  - Metters, Richard
AU  - King-Metters, Kathryn
AU  - Pullman, Madeleine
TI  - Service operations management
SN  - 9788131501603
PY  - 2009///
CY  - New Delhi
PB  - Cengage Learning India Private Ltd
KW  - Customer services -- Management
KW  - Customer services -- Management -- Case studies
N1  - Includes bibliographical references and index
ER  -