TY  - GEN
AU  - Hoffman, K. Douglas
AU  - Bateson, John E.G.
TI  - Essentials of services marketing : concepts, strategies, & cases
SN  - 9789812406033
U1  - 658.8 
PY  - 2002///
CY  - Bangalore
PB  - Thomson
KW  - Service marketing
KW  - Service quality
KW  - Customer relation
ER  -