TY  - BOOK
AU  - Heil 
AU  - Parker, Tom
AU  - Stephens, Deborah C.
TI  - One size fits one : building relatuionships one customer and one employee at a time 
SN  - 0442020635 
U1  - 658.812 HEI 1997 
PY  - 1997///
CY  - New York
PB  - Van Nostrand Reinhold
KW  - Customer satisfaction
KW  - Leadership
KW  - Organizational change
N1  - Includes index
ER  -