TY  - BOOK
AU  - DeVrye,Catherine
TI  - Good service is good business: 7 simple strategies for success 
SN  - 0724810951
PY  - 1994///
CY  - New York
PB  - Prentice-Hall
KW  - Customer services
KW  - Management
N1  - Bibliography : p.165-166
ER  -