TY  - BOOK
A2  - Lance A. Bettencourt.
A3  - Ulwick, Anthony W.
AU  - Bettencourt, Lance A.
NV  - XXIX, 255 s. :
PY  - 2010
SN  - 9780071713009
SN  - 9780071710009
TI  - Service innovation : how to go from customer needs to breakthrough services /
ER  -