TY  - BOOK
AU  - Gross,T.Scott
TI  - Why service stinks-- and exactly what to do about it!
SN  - 0793176816 (pbk)
PY  - 2004///
CY  - Chicago
PB  - Dearborn Trade Pub.
KW  - Customer services
N1  - Includes index
UR  - http://www.loc.gov/catdir/toc/ecip047/2003016503.html
ER  -