TY  - BOOK
AU  - Horovitz, Jacques
TI  - Seven secrets of service strategy
SN  - 0273635778
U1  - 658.804 
PY  - 2000///
CY  - Harlow: 
PB  - Financial Times Prentice Hall
KW  - communication
KW  - creating customer value
KW  - customer satisfaction survey
KW  - customers segmentation
KW  - loyalty building
KW  - marketing
KW  - service management
KW  - services
ER  -