Zemke, Ron <br/><br/>
Service magic :  the art of amazing your customers / 
Ron Zemke and Chip Bell 
 - [Chicago] :  Dearborn Trade Pub.,  2003 
 - xiii, 248 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references (p. 229-232) and index 
<br/><br/><label>ISBN: </label>0793164672 (pbk.)  RM72.95 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--United States<br/>Consumer Satisfaction--United States<br/>Customer loyalty--United States<br/>Service industries--Customer services--United States