TY  - BOOK
AU  - Blanchard,Kenneth H.
AU  - Bowles,Sheldon M.
TI  - Raving fans: a revolutionary approach to customer service 
SN  - 0688123163 :
AV  - HF5415.5 .B528 1993
U1  - 658.8/12 20
PY  - 1993///
CY  - New York
PB  - Morrow
KW  - Customer services
UR  - http://www.loc.gov/catdir/description/hc044/92030255.html
UR  - http://www.loc.gov/catdir/enhancements/fy0912/92030255-b.html
ER  -