Normann,  Richard  <br/><br/>
Service Management : Strategy and Leadership in Service Business 
By Richard Normann 
 - Third Edition 
 - Chichester   Wiley  2000 
 - viii, 234 pages, 23 cm. 
<br/><br/> includes bibliographic references and index 
<br/><br/><label>ISBN: </label>0-471-49439-9 
<br/><br/><label>Dewey Class. No.: </label>338.4068 N78 2000