TY  - BOOK
AU  - Horovitz,Jacques
TI  - The Seven secrets of service strategy
SN  - 0273635778
U1  - 658 
PY  - 2000///
CY  - England
PB  - Finanacial Times
KW  - Management
KW  - Consumer satisfaction
KW  - Consumer service
N1  - Includes index
ER  -