TY  - BOOK
AU  - "Gustafsson, Anders"
AU  - "Johnson, Michael D"
TI  - Competing in a service economy : how to create a competitive advantage through service development and innovation
SN  - 8126509384
CY  - New Delhi
KW  - Competition
KW  - Customer services--Management
KW  - Service industries--Technological innovations--Management
N1  - includes index
N2  - Competing through services -- Creating a service advantage ---Service maintenance : removing things gone wrong -- Improving service performance : adding things gone right ---Service innovation -- Lead the way
ER  -