BALACHANDRAN , S <br/><br/>
Customer - driven services management 

 - 2ND 
 - New delhi  Response Books  2004 
 - xiv, 304 P 
<br/><br/><label>ISBN: </label>0-7619-3255-0 
<br/><br/><label>Dewey Class. No.: </label>658.812