TY  - BOOK
AU  - Mishra Anil
AU  - Gupta Ruchi
TI  - Customer service in retailing
SN  - 9788177223712
U1  - 658.815 MIS G 
PY  - 2009///
CY  - New Delhi
PB  - Biztantra
KW  - heterogeneity
KW  - policy change
N1  - Includes Bibliography
ER  -