TY  - BOOK
AU  - Martin 
TI  - Managing quality customer service 
T2  - A fifty-minute series book
SN  - 0931961831
U1  - 658.812 MAR 1989 
PY  - 1989///
CY  - Menlo Park
PB  - Crisp Publications
KW  - Customer services
N1  - Includes bibliographical references
ER  -