TY  - BOOK
AU  - Zemke,Ron
TI  - The service edge: 101 companies that profit customer care 
SN  - 0452264936
AV  - HF5415.5 .Z46
PY  - 1989///
CY  - New York
PB  - Penguin
KW  - Customer service
KW  - United States
KW  - Service industries
N1  - Includes bibliographical references and index
ER  -