TY  - BOOK
AU  - Clow,Kenneth E.
AU  - Kurtz,David L.
TI  - Services marketing : operation management and strategy 
SN  - 9788177223767 
U1  - 658.8 CLO K  
PY  - 2003///.
CY  - New Delhi : 
PB  - Biztantra,  
KW  - Managing service
KW  - Marketing services
KW  - Customer expectations
ER  -