TY  - BOOK
AU  - Schaaf,Dick
AU  - Albrecht,Karl
TI  - Keeping the edge: giving customers the service they demand 
SN  - 0525937994
U1  - 658.8 
PY  - 1995///
CY  - England
PB  - Penguin Books
KW  - Customer services
KW  - Customer service
KW  - United States
N1  - Includes index
ER  -