TY  - BOOK
AU  - Bettencourt, Lance A.
TI  - Service innovation: how to go from customer needs to breakthrough services 
SN  - 9780071713009
AV  - HF 5415.5 B477S
PY  - 2010///
CY  - New York, N.Y.
PB  - McGraw Hill
KW  - Customer services
KW  - Technological innovations
N1  - Includes bibliographical references and index
ER  -