TY  - BOOK
AU  - HAYNES Kathryn
AU  -  GRUGULIS Irena
TI  - Managing services:  Challenges and innovation   
SN  - 9780199696086
U1  - X9(Y):8, Q4 
PY  - 2014///
CY  - UK
PB  - Oxford University Press        
N1  - Bibliography: p 181-195
ER  -