TY  - BOOK
AU  - Dierdonck, Roland Van
AU  - Looy, Bart van
TI  - Services management : An intergrated approach
SN  - o0273635255
U1  - 658 
PY  - 1998///
CY  - London
PB  - Pitman Publishing Ltd
KW  - Complaint management
KW  - Customer logic
ER  -