TY  - BOOK
AU  - Fisher Caroline M
AU  -  Schutta James T
TI  - Developing new services: incorporating the voice o
SN  - 0873895851 (hbd)
U1  - B2T0b8BE, P3   TB 
PY  - 2003///
CY  - Milwaukee
PB  - ASQ Quality Press       
KW  -  Operational Research
KW  -  Service industr
KW  - Mathematics
N1  - Appendix A-I, 181-208p
ER  -