TY  - BOOK
AU  - Albrecht,Karl
AU  - Bradford, Lawrence J.
TI  - The service advantage: how to identify and fulfill customer needs 
SN  - 1-55623-247-0
AV  - HF 5415.5 .A43 1990
U1  - 658.8/12 20
PY  - 1990///
CY  - Homewood
PB  - Dow Jones-Irwin
KW  - Customer services
KW  - Consumers-research
KW  - United States
KW  - Moment of truth
KW  - United SWtates
KW  - Surveys
KW  - A service Quality
KW  - Focus group interviwes
KW  - Measurement system
N1  - Includes index
ER  -