00333nam a2200121Ia 4500008004100000041000800041082001200049100001700061245004500078260004600123300003100169365001100200240624s9999    xx            000 0 und d  aeng  a020 HER  aHERNON PETER  aDELIVERING SATISFACTION AND SERVICE QUAL  c2009aNew DelhibIndiana Publishing House  axiv, : 181 : p. : cm. ; 28  cRSb20