TY  - BOOK
AU  - Zemke,Ron
AU  - Schaaf,Dick
TI  - The Service edge: 101 companies that profit from customer care 
SN  - 0452264936
PY  - 1990///
CY  - New York
PB  - Plume
KW  - Customer services
KW  - United States
KW  - Service industry
KW  - Management
N1  - The Service Edge previously appeared in an NAL Books edition, 1989
ER  -