Handbook of services marketing and management 
edited by Teresa A Swartz, and Dawn Iacobucci 
 - Thousand Oaks  Sage Publications  2000 
 - ix, : 521p.  
<br/><br/> Includes index  
<br/><br/><label>ISBN: </label>9780761916123  
<br/><br/><label>Dewey Class. No.: </label>658 HAN(Ref.)