TY - SER AU - Simla Jaya AU - Swain Niranjan TI - Gaining Competitive Advantage Through Customer Service PY - 2002/// CY - jims 8M PB - Oct - Dec 2002 KW - Customer Service KW - Marketing Communication UR - http://192.168.6.13/libsuite/mm_files/Articles/AR4845.pdf ER -