TY  - BOOK
AU  - Johnson, William C.
AU  - Weinstein, Art
TI  - Superior Customer Value in the New Economy: Concepts and Cases
SN  - 9781574443561
U1  - 658.812 
PY  - 2004///
CY  - London
PB  - CRC Press
KW  - Consumer Satisfaction
KW  - Customer Service
ER  -