TY  - BOOK
AU  - Ramaswamy, Rohit
AU  - Ramaswamy, Rohit
TI  - Design and management of service processes :  keeping customers for life    
SN  - 9780201633832
AV  - 658.812 RAM 1996 
U1  - 658.812 RAM 1996 
PY  - 1996///
CY  - Reading, Mass. Wokingham
PB  - Addison Wesley
KW  - Management
ER  -