TY  - BOOK
AU  - Barsky, Jonathan D.
TI  - World-class customer satisfaction
SN  - 0786301287
U1  - 658.812 
PY  - 1995///
CY  - Burr Ridge
PB  - Irwin
KW  - Customer service
KW  - Case studies
KW  - Consumer satisfaction
ER  -