@article{1378066,
      author = {Inghilleri, Leonardo. and Solomon, Micah.},
      url = {http://library.usi.edu/record/1378066},
      title = {Exceptional service, exceptional profit: the secrets of  building a five-star customer service organization /},
      publisher = {American Management Association,},
      recid = {1378066},
      pages = {xvi, 170 p.},
      address = {New York :},
      year = {2010},
}