TY  - BOOK
AU  - Hollins, Bill
AU  - Shinkins, Sadie
TI  - Managing Service Operations
SN  - 1412929539
U1  - 658.4034 
PY  - 2006///
CY  - New Delhi
PB  - Sage Publications
KW  - Service Quality Management
KW  - Developing New Services
KW  - Service Operation Strategy
ER  -