TY  - BOOK
AU  - DiJulius,John R.
TI  - What's the secret?: to providing a world-class customer experience 
SN  - 0470196120
U1  - 658.812 22
PY  - 2008///
CY  - Hoboken, N. J.
PB  - John Wiley
KW  - Customer services
KW  - Consumer satisfaction
KW  - Customer loyalty
N1  - Includes bibliographical references and index
ER  -