TY  - BOOK
AU  - Martin, William B.
TI  - Managing quality customer service : a practical guide for establishing a service operation / 
SN  - 9788176495929
U1  - 658.81220 MAR-W 
PY  - 2004///
CY  - India
PB  - Viva
KW  - ﾠ
KW  - Customer Serviceﾠ
ER  -