TY  - BOOK
AU  - Berry,Leonard L.
TI  - On great service: a framework for action 
SN  - 0029185556
PY  - 1995///
CY  - New York
PB  - The Free Press
KW  - Customer services
KW  - Quality control
KW  - Customer service
KW  - United States
KW  - Management
KW  - Case studies
ER  -