TY  - BOOK
AU  - Albrecht,Karl
TI  - Delivering customer value: it's everyone's job 
T2  - Management master series
SN  - 1563271486
U1  - 658.812 
PY  - 1995///
CY  - Portland, Or.
PB  - Productivity Press
KW  - Consumer satisfaction
KW  - Customer services
KW  - Management
ER  -