@article{425071,
      author = {DiJulius, John R.,},
      url = {http://library.usi.edu/record/425071},
      title = {What's the secret?: to providing a world-class customer  experience /},
      publisher = {Wiley,},
      recid = {425071},
      pages = {xvi, 320 p. :},
      address = {Hoboken, N.J. :},
      year = {2008},
}