Norman Richard <br/><br/>
Service management  strategy and leadership in service business 

 - 3 
 - Chichester  John Wiley  2000 
 - "xix,234p. ;" 
<br/><br/> includes references and index 
<br/><br/><label>ISBN: </label>0471494399 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management<br/>Strategic planning