TY  - BOOK
AU  - Anderson,K.etal
AU  - Zemke,Ron
TI  - Delivering knock your socks off service 
SN  - 0814477771 :
AV  - HF5415.5.A53 1991 
PY  - 1991///
CY  - New York, N.Y
PB  - Amacom
KW  - Customer services
ER  -