TY  - BOOK
AU  - Iacobucci,Dawn
AU  - Swartz,Teresa A.
TI  - Handbook of services marketing & management
SN  - 0761916113
U1  - 658 
PY  - 2000///
CY  - Thousand Oaks
PB  - Sage
KW  - Industrias de servicios
KW  - Administración
KW  - Mercadeo
N1  - Incluye bibliografía; I. Services: the setting. pt. 1. Environment/performance -- pt. 2. Technology/participation. II. Services: demand management -- III. Services: excellence and profitability -- IV. Service recovery -- V. Service relationships -- VI. Services: the firm
ER  -