TY  - BOOK
AU  - Spector,Robert
AU  - McCarthy,Patrick D.
TI  - The nordstrom way: the inside story of America's #1 customer service company 
SN  - 0471354864
PY  - 2000///
CY  - New York
PB  - John Wiley & Sons
KW  - Nordstrom (firm)
KW  - Customer services
KW  - United States
KW  - Department stores
ER  -