TY  - GEN
AU  - Andrew, Sturdy
AU  - Willmott, Hugh
AU  - Grugulis, Irena
TI  - Customer service: empowerment and entrapment 
SN  - 0333946073
U1  - 658.81  
PY  - 2001///
CY  - New York : 
PB  - Palgrave
KW  - Customer service
N1  - Includes bibliographical references and index
ER  -