TY  - BOOK
AU  - Schaaf,Dick
TI  - Keeping the edge: giving customers the service they demand 
SN  - 0525937994 (acid-free paper)
AV  - HF 5415.5 S291k 1995
U1  - 658.812 
PY  - 1995///
CY  - New York, N.Y., U.S.A.
PB  - Dutton
KW  - Customer services
KW  - United States
KW  - Case studies
KW  - Atención al cliente
KW  - Relaciones con los clientes
KW  - Servicio al cliente
KW  - 20150300
N1  - Includes bibliographical references (p. 329-343) and index
ER  -