00437    a2200157   4500020001800000082001500018100002400033245006900057250000900126260003500135300002200170650002200192650002000214650002200234700002300256  a9789812406033  a658.8bHOF  aHoffman, K. Douglas  aEssentials of services marketing bconcepts, strategies, & cases  a2nd.  aBangalorebThomsonc2002g2002  axxi, 569p.c24cm.  aService marketing  aService quality  aCustomer relation  aBateson, John E.G.