TY  - BOOK
AU  - Schneider, Benjamin
AU  - Bowen, David Earl
TI  - Winning the service game
SN  - 9780875845708
SN  - 94034590
U1  - 658.812 SCH 
PY  - 1995///
CY  - Boston
PB  - Harvard Business School
KW  - Customer services - Management
KW  - Employees - Training of
KW  - Incentives in industry
N1  - Includes bibliographical references (p. 261-283) and index
ER  -