TY  - BOOK
AU  - Klakaota Ravi
AU  - Robinson Marcia
TI  - Service Blueprint : Roadmap for Execution
SN  - 0321150392
U1  - 001.64 
PY  - 2003///
CY  - New York
PB  - Addison Wesley
KW  - Service Industries, Digitization
KW  - Information Technology
ER  -