TY  - BOOK
AU  - Zemke,Ron
AU  - Schaaf,Dick
TI  - The service edge: 101 companies that profit from customer care 
SN  - 0453006477
U1  - 658.812 ZEM 23
PY  - 1989///
CY  - New York
PB  - New American Library
KW  - Customer services
KW  - United States
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index
ER  -