@book{ BA13718478,
 author = "Sasser, W. Earl and Hart, Christopher W. L. and Heskett, James L.",
 title = "The service management course : cases and readings",
 publisher = "Free Press,Maxwell Macmillan Canada,Maxwell Macmillan International",
 year = "1991",
 URL = "https://ci.nii.ac.jp/ncid/BA13718478"
}
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