TY  - BOOK
AU  - Weinzimer,Philip
TI  - Getting it right!: creating customer value for market leadership 
SN  - 0471291889
PY  - 1998///
CY  - New York
PB  - John Wiley & Sons
KW  - Customer services
KW  - Management
KW  - Consumer satisfaction
KW  - Market share
N1  - Includes bibliographical references (p. 329-332) and index
ER  -