TY  - BOOK
AU  - Byham,William C.
AU  - Cox,Jeff
TI  - Zapp!: the lightning of empowerment : Zapp! your employees into extaordinary feats of improvement and bottom line success 
SN  - 0712680357
PY  - 1999///
CY  - London
PB  - Random House Business Books
KW  - Communication in management
KW  - Interpersonal relations
ER  -