TY  - BOOK
AU  - Heskett,James L.
TI  - Service breakthroughs: changing the rules of the game 
SN  - 0029146755 :
AV  - HF5415.5 .H43 1990 .H43 1990
U1  - 658.8/12 20
PY  - 1990///
CY  - New York, Toronto
PB  - Free Press, Collier Macmillan
ER  -