TY  - BOOK
AU  - Clark' Moira 
AU  - Susan Baker
TI  - Business success through service excellence
SN  - 0750660856
AV  - HF5718.2.C33 
PY  - 2004///
CY  - LONDON
PB  - Elsevier Focal Press
KW  - Business,
KW  - Managing Service
KW  -  Customer,
KW  - Business communication
ER  -