@article{163844,
      author = {Schneider, Benjamin, and Bowen, David Earl.},
      url = {http://library.usi.edu/record/163844},
      title = {Winning the service game /},
      publisher = {Harvard Business School Press,},
      recid = {163844},
      pages = {xi, 295 p. :},
      address = {Boston, Mass. :},
      year = {1995},
}