TY  - BOOK
AU  - Inghilleri,Leonardo
AU  - Solomon,Micah
AU  - Schulze,Horst
TI  - Exceptional service, exceptional profit: the secrets of building a five-star customer service organization 
SN  - 9780814415382
U1  - 658.812 23
PY  - 2010///
CY  - New York
PB  - American Management Association
KW  - Customer services
KW  - Consumer satisfaction
KW  - Customer loyalty
N1  - Includes bibliographical references and index
ER  -