TY  - BOOK
AU  - Sturdy, Andrew, ed.
AU  - Grugulis, Irena, ed.
AU  - Willmott, Hugh, ed.
TI  - Customer service: empowerment and entrapment
T2  - Critical perspectives on works and Organisations series
SN  - 0333946073
U1  - 658.8343 
PY  - 2001///
PB  - Palgrave
ER  -