TY  - BOOK
AU  - Martin, William B
TI  - Managing quality customer service
SN  - 0931961831
AV  - HF5415.5.M3 1989 
PY  - 1989///
CY  - California
PB  - Los Altos
KW  - Customer services
KW  -  Customer relations
KW  - Customer service management
ER  -