TY  - BOOK
AU  - DiJulius, John R
TI  - What's the secret? : to providing a world-class customer experience
SN  - 9780470196120
SN  - 200801200
U1  - 658.812 DIJ 
PY  - 2008///
CY  - Hoboken, NJ
PB  - Wiley
KW  - Consumer satisfaction
KW  - Customer loyalty
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -