Schneider, Benjamin,  1938- <br/><br/>
Winning the service game / 
Benjamin Schneider, David E. Bowen. 
 - Boston, Mass. :  Harvard Business School Press,  c1995. 
 - xi, 295 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references (p. 261-283) and index. 
<br/><br/><label>ISBN: </label>0875845703 (alk. paper) 
<br/><br/><label>LCCN: </label>94034590 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management<br/>Employees--Training of<br/>Incentives in industry