TY  - BOOK
AU  - Horovitz,Jacques
AU  - Jurgens-Panak,Michele
TI  - Total customer satisfaction : : lessons from 50 companies with top quality customers service / 
U1  - 658.8343 
PY  - 1992///
CY  - London
PB  - Pitman, 
KW  - Business management
KW  - Customers
KW  - Persuasion
KW  - Administrative communication
ER  -