Handbook of services marketing & management / 
edited Teresa A. Swartz, Dawn Iacobucci. 
 - Thousand Oaks, Calif. :  Sage Publications  2000. 
 - ix, 521 p. ;  27 cm. 
<br/><br/>Includes bibliographical references and indexes. 
<br/><br/><label>ISBN: </label>0761916121 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing.<br/>Service industries--Management.<br/>Customer services--Marketing.<br/>Customer services--Management.