TY  - BOOK
AU  - Zemke,Ron
AU  - Schaaf,Dick
TI  - The service edge: 101 companies that profit from customer care 
SN  - 0453006477
U1  - 658.812 
PY  - 1989///
CY  - New York, NY.
PB  - Plume
KW  - Servicio al cliente
ER  -