TY  - BOOK
AU  - Gutek,Barbara A.
TI  - The dynamics of service : : reflections on the changing nature of customer/provider interactions 
SN  - 9780787901011
PY  - 1995///
CY  - San Francisco, Calif
PB  - Jossey-Bass
KW  - Customer services
N1  - Includes bibliographical references (p. 287-293) and index
UR  - http://www.loc.gov/catdir/bios/wiley043/95012631.html
ER  -