TY  - BOOK
AU  - Van Looy,Bart
AU  - Gemmel,Paul
AU  - Van Dierdonck,Roland
TI  - Services management: an integrated approach 
SN  - 027367353X
PY  - 2003///
CY  - Harlow, England
PB  - Prentice-Hall
KW  - Services industries
KW  - Management
ER  -