Horovitz, Jacques,  1947- <br/><br/>
Service strategy :  management moves for customer results / 
Jacques Horovitz 
 - 2nd ed. 
 - Harlow [England] :  Prentice Hall/Financial Times,  2004. 
 - xv, 205 p. :  ill. ;  24 cm. 
<br/><br/> Rev. ed. of: The seven secrets of service strategy. 2000  Includes index 
<br/><br/><label>ISBN: </label>0273675834 (alk. paper)  RM255.67 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management<br/>Consumer satisfaction<br/>Customer relations