TY  - BOOK
AU  - Spector,Robert
AU  - McCarthy,Patrick D.
TI  - The Nordstrom way to customer service excellence: a handbook for implementing great service in your organization 
SN  - 0471702862 (pbk. : alk. paper)
PY  - 2005///
CY  - Hoboken, N.J.
PB  - John Wiley & Sons
KW  - Nordstrom (Firm)
KW  - Management
KW  - Customer services
KW  - United States
KW  - Handbooks, manuals, etc
KW  - Department stores
N1  - Includes bibliographical references (p. 263) and index
UR  - http://www.loc.gov/catdir/toc/ecip054/2004028848.html
ER  -