@inbook{4da0a71825b841498d809bed8fefb5e3,
title = "Do you want to enhance customer experience? Tell a story!",
keywords = "512 Business and Management, KOTA2012, Equis Base Room",
author = "Veronica Liljander and Johanna Gummerus",
year = "2013",
language = "English",
isbn = "978-0-7346-1099-7",
editor = "Raymond Fisk and Rebekah Russell-Bennett and Lloyd Harris",
booktitle = "Serving Customers: Global Services Marketing Perspectives",
publisher = "TUP - Tilde university press",
address = "Australia",
}