TY  - BOOK
AU  - Zemke, Ron
AU  - Schaaf, Dick
TI  - The service edge: 101 companies that profit from customer care
U1  - 658.812 
PY  - 1989///
CY  - New York
PB  - New American Library
KW  - Customer service - United States
KW  - Service industries - United States - Management
ER  -