TY  - BOOK
AU  - Zemke,Ron
AU  - Bell,Chip R.
TI  - Knock your socks off service recovery
SN  - 081447084X
AV  - HF5415.5 .Z4595 2000
U1  - 658.8/12 21
PY  - 2000///
CY  - New York
PB  - AMACOM
KW  - Customer services
KW  - Customer relations
N1  - Includes bibliographical references (p. 211)
ER  -