http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
la gestión de los momentos de la verdad y la competencia en los servicios
Service management and marketing. Spanish
Christian Grönroos ; prólogos, Philip Kotler y Jan Carlzon ; traductores, Rafael Felipe Ramírez León, Juan Manuel Criado Fernández.
Includes bibliographical references and index.
Service management and marketing. Spanish (Ramírez León and Criado Fernández)
Madrid, [España] : Ediciones Díaz de Santos, [1990]