TY  - BOOK
AU  - Heskett,James L.
AU  - 
TI  - Service breakthroughs : : changing the rules of the game
SN  - 0029146755
U1  - 658.812 23
PY  - 1990///
CY  - New York : 
PB  - Macmillan , 
KW  - Customer serv
ER  -