TY  - BOOK
AU  - Clark, Moira 
AU  - Baker, Susan
TI  - Business success through service excellence 
SN  - 81-312-0764-1
U1  - 658.812  18th.
PY  - 2004///
CY  - Oxford  
PB  - Butterworth-Heinemann 
KW  - Business success
ER  -