TY  - BOOK
AU  - Horovitz,Jacques
AU  - Panak,Michele Jurgens
TI  - Total customer satisfaction : lessons from 50 companies with top quality customer service
SN  - 0273034472
PY  - 1992///
CY  - London
PB  - Pitman Publishing
KW  - customer satisfaction
KW  - Customer service
N1  - Includes index
ER  -