TY  - BOOK
AU  - Horovitz,Jacques
TI  - SEVEN SECRETS OF SERVICE STRATEGY
SN  - 0273635778
U1  - 658.812 
PY  - 2000///
CY  - 
PB  - Prentice Hall, Harlow
KW  - Customer Services
KW  - Service Industries -- Management
ER  -