TY  - BOOK
AU  - Alexander,James A.
AU  - Hordes,Mark
TI  - S-business: reinventing the services organization 
SN  - 9781590790540 :
AV  - HD9980.5 .A43 2003
PY  - 2003///
CY  - New York, NY
PB  - SelectBooks
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references (p. 243-251)
ER  -