TY  - BOOK
AU  - Blanchard,Kenneth H.
AU  - Bowles,Sheldon M.
TI  - Raving fans: a revolutionary approach to customer service 
SN  - 0688123163 :
AV  - HF 5415.5 .B528 1993
PY  - 1993///
CY  - New York
PB  - Morrow
KW  - Customer services
UR  - http://www.loc.gov/catdir/description/hc044/9203 0255.html
ER  -