TY  - BOOK
AU  - Hoffman K Douglas
AU  -  Bateson John E G
TI  - Essentials of services marketing :  Concepts, strategies, & cases     
U1  - X9(Y):51.1'P, P2 
PY  - 2002///
CY  - New York  
PB  -  Harcourt College Publishers    
ER  -