Gutek, Barbara A.  <br/><br/>
The brave new service strategy:  aligning customer relationships, market strategies, and business structures/ 
Barbara A. Gutek and Theresa Welsh 
 - New York:  AMACOM,  c2000. 
 - xvi, 316 pages :  24 cm. 
<br/><br/>Includes bibliographical references and index<br/> 
<br/><br/><label>ISBN: </label>0814405274 (cb.)