TY  - BOOK
AU  - Metters, Richard
AU  - King-Metters, Kathryn
AU  - Pullman, Madeleine
TI  - Successful service operations management
SN  - 9812542442
U1  - 658.812 
PY  - 2004///
CY  - Australia: 
PB  - Thomson South-Western
KW  - customer service management
KW  - environmental
KW  - formulating strategy
KW  - internet
KW  - new service development
KW  - service quality
KW  - strategy positioning
KW  - yield management
ER  -