TY  - BOOK
AU  - Robson, Kevin
TI  - Service-ability: create a customer centric culture and gain competitive advantage
SN  - 9781118345566
U1  - 658.812 
PY  - 2013///
CY  - New Jersey
PB  - John Wiley & Sons
KW  - Customer services
KW  - Consumer satisfaction
KW  - Leadership
ER  -