TY  - BOOK
AU  - ZEMKE (Ron);SCHAAF (Dick)
TI  - Service edge: 101 companies that profit from customer care
SN  - 0-452-26493-6
U1  - 658.812 ZEMS 
PY  - 1990///
CY  - New York
PB  - Penguin Books
KW  - Management
KW  - Marketing Management
ER  -