TY  - BOOK
AU  - Sturdy,Andrew
AU  - Willmott,Hugh
AU  - Grugulis,Irena
TI  - Customer service: empowerment and entrapment 
SN  - 0333946073 (pbk.)
PY  - 2001///
CY  - Basingstoke
PB  - Palgrave
KW  - Customer services
KW  - Management
N1  - Includes index; Includes bibliographical references
ER  -