TY  - BOOK
AU  - Weinstein,Art
AU  - Johnson,William C.
TI  - Designing and delivering superior customer value: concepts, cases and applications
SN  - 1574442406 (alk.paper)
U1  - 658.812 
PY  - 1999///
CY  - Boca Raton
PB  - St. Lucie Press
KW  - Customer services
KW  - Management
KW  - Consumer satisfaction
KW  - Customer relations
N1  - Includes bibliographical references and index
ER  -