TY  - GEN
AU  - Olsen, Paul R
AU  - Sasser, Earl W
AU  - Wyckoff, Daryl d
TI  - Management of service operations: text, cases and reading
SN  - 0205061044
U1  - 658.913 518  243 SAS 
CY  - Boston, Allyn and bacon Inc.
KW  - Service-maangement/serviceoperations/service firm management
ER  -