TY  - BOOK
AU  - Kurtz, David L.
TI  - Service marketing
SN  - 9814126225
U1  - 658.8 
PY  - 2002///
CY  - New York
PB  - John Wiley
KW  - Customer service
KW  - Service quality
KW  - Service strategy
KW  - Customer retention
ER  -