Schaaf, Dick. <br/><br/>
Keeping the edge :  giving customers the service they demand / 
Dick Schaaf ; foreword by Karl Albrecht. 
 - England :  Penguin Books,  1995. 
 - x, 358p. ;  24 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>0525937994 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer service--United States
<br/><br/><label>Dewey Class. No.: </label>658.8