TY  - BOOK
AU  - Inghilleri, Leonardo
AU  - Solomon, Micah
TI  - Exceptional service, exceptional profit : the secrets of building a five-star customer service organization
SN  - 9780814415382
SN  - 200903167
U1  - HF5415.5 .I543 2010 658.8/12 
PY  - 2010///
CY  - New York
PB  - American Management Association
KW  - Consumer satisfaction
KW  - Customer loyalty
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -