TY  - BOOK
AU  - Horovitz J
TI  - Seven Secrets of Service Strategy
SN  - 0273635778
U1  - 658 
PY  - 2000///
CY  - New York
PB  - Prentice Hall Of India
KW  - Services,Performance,Loyalty,CRM
KW  - General Management
N2  - Master : 10638
ER  -