Normann, Richard <br/><br/>
Service Management Strategy and Leadership in Service Business 
by Richard Normann  
 - 3rd ed. 
 - Chichester   John Wiley & Sons, Ltd.  2000 
 - xix, 234 pages; 23 cm. 
<br/><br/> includes references and index  
<br/><br/><label>ISBN: </label>0-471-49439-9 
<br/><br/><label>Dewey Class. No.: </label>GR/338.4068/N78/2000