Schmenner, Roger W. <br/><br/>
Service operations management / 
Roger W. Schmenner 
 - Englewood Cliffs, N. J. :  Prentice-Hall,  1995 
 - 406 p. :  ill. ;  24 cm. 
<br/><br/>p. 398-401. 
<br/><br/><label>ISBN: </label>002406811X  RM172.90 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management