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  - 0814415385
U1  - 658.812 
PY  - 2010///
CY  - New York
PB  - Amacom, 
KW  - Business management
KW  - Customers
KW  - Marketing techniques
ER  -