Gross, T. Scott. <br/><br/>
Why service stinks-- and exactly what to do about it! / 
by T. Scott Gross 
 - Chicago :  Dearborn Trade Pub.,  2004 
 - ix, 229 p. :  ill. ;  23 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>0793176816 (pbk)  RM72.95 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services