TY  - BOOK
AU  - Bell, Chip R.
AU  - Zemke, Ron.
TI  - Managing knock your socks off service
SN  - 0814477844
U1  - 658.812 
PY  - 1992///
CY  - New York
PB  - AMACOM
KW  - Customer services
N1  - Includes bibliographical references p. 207-208
UR  - http://lcweb.loc.gov/catdir/toc/91-48064.html
ER  -