TY  - BOOK
AU  - Vandermerwe, Sandra
TI  - Breaking through : implementing customer focus in enterprises
SN  - 9781403935038
SN  - 200404210
U1  - 658.812 VAN 
PY  - 2004///
CY  - New York
PB  - Palgrave Macmillan
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Organizational change
KW  - Organizational effectiveness
N1  - Includes bibliographical references (p. 191-198) and index
ER  -