TY  - BOOK
AU  - Hurwitz, Judith
AU  - Bloor, Robin ; Kaufman, Marcia ; Halper, Fern
TI  - Service management for dummies
SN  - 978-0-470-44058-2
U1  - C658.812 Se7 
CY  - Indianapolis, IN 
KW  - Customer services - Management
ER  -