@article{285596,
      recid = {285596},
      author = {Rayport, Jeffrey F. and Jaworski, Bernard J.},
      title = {Best face forward : why companies must improve their  service interfaces with customers /},
      publisher = {Harvard Business School Press,},
      address = {Boston, Mass. :},
      pages = {xxi, 262 p. :},
      year = {2005},
      url = {http://library.usi.edu/record/285596},
}