TY  - BOOK
AU  - Bleuel,William H
AU  - Patton,Joseph D.
TI  - Service management: principles and practices 
SN  - 1556174918
U1  - 658.812 
PY  - 1994///
CY  - Research Triangle Park N.C. U.S.A.
PB  - ISA Press
KW  - Servicio al cliente
KW  - Administración
N1  - Includes bibliographical references (p. 314-320) and index
ER  -