TY  - BOOK
AU  - DiJulius,John R.
TI  - Secret service: hidden systems that deliver unforgettable customer service 
SN  - 0814471714
AV  - HF5415.5 .D558 2003
PY  - 2003///
CY  - New York
PB  - AMACOM
KW  - Customer services
KW  - Consumer satisfaction
KW  - Customer loyalty
N1  - Includes index
ER  -