@article{387760,
      note = {Includes index.},
      author = {DiJulius, John R.,},
      url = {http://library.usi.edu/record/387760},
      title = {Secret service: hidden systems that deliver unforgettable  customer service /},
      publisher = {AMACOM,},
      recid = {387760},
      pages = {xix, 172 p. :},
      address = {New York :},
      year = {2003},
}