Bettencourt, Lance A. <br/><br/>
Service innovation :  how to go from customer needs to breakthrough services / 
Lance A. Bettencourt. 
 - New York, N.Y. :  McGraw Hill,  c2010. 
 - 255 p. :  ill. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780071713009 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer services--Technological innovations
<br/><br/><label>LC Class. No.: </label>HF 5415.5  / B477S