Haksever, Cengiz <br/><br/>
Service management and operations 

 - 2nd 
 - London  Prentice Hall  2000 
 - xx,584p p. 
<br/><br/><label>ISBN: </label>0-13-017396-7 
<br/><br/><label>Subjects--Index Terms: </label>Customer service - Management