Zemke, Ron. <br/><br/>
The service edge :  101 companies that profit customer care / 
by Ron Zemke. 
 - New York :  Penguin,  c1989. 
 - xviii, 584  p. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0452264936 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer service--United States.<br/>Service industries--United States.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .Z46