TY  - BOOK
AU  - Schneider,Benjamin
AU  - Bowen,David Earl
TI  - Winning the service game
SN  - 0875845703 (alk. paper)
PY  - 1995///
CY  - Boston, Mass.
PB  - Harvard Business School Press
KW  - Customer services
KW  - Management
KW  - Employees
KW  - Training of
KW  - Incentives in industry
N1  - Includes bibliographical references (p. 261-283) and index
ER  -