TY  - BOOK
AU  - Gutek 
TI  - The dynamics of service : reflections on the changing nature of customer/provider interactions / Barbara A. Gutek
SN  - 0787901016 
U1  - 658.812 GUT 1995 
PY  - 1995///
CY  - San Francisco
PB  - Jossey-Bass Publisher
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -