TY  - BOOK
AU  - Heil,Gary
AU  - Parker,Tom
AU  - Stephens,Deborah C.
TI  - One size fits one: building relationships one customer and one employee at a time 
SN  - 0471331678
PY  - 1999///
CY  - New York
PB  - John Wiley
KW  - Consumer satisfaction
KW  - Customer relations
N1  - Includes index
ER  -