TY  - BOOK
AU  - Zemke,Ron
AU  - Bell,Chip R.
TI  - Service magic: the art of amazing your customers 
SN  - 0793164672 (pbk.)
PY  - 2003///
CY  - [Chicago]
PB  - Dearborn Trade Pub.
KW  - Customer services
KW  - United States
KW  - Consumer Satisfaction
KW  - Customer loyalty
KW  - Service industries
N1  - Includes bibliographical references (p. 229-232) and index
ER  -