@article{436321,
      author = {Pupo, Raul.},
      url = {http://library.usi.edu/record/436321},
      title = {America's service meltdown restoring service excellence in  the age of the customer / [electronic resource] :},
      publisher = {Praeger/ABC-CLIO,},
      abstract = {Readers will discover what it takes to serve customers  superbly, how excellent customer service profoundly  improves profitability, and how to identify the biggest  obstacles to good service. Most importantly, they will be  rewarded with concrete instructions that will enable them  to deliver top-notch customer service every step of the  way.},
      recid = {436321},
      pages = {1 online resource (xxiii, 167 p.)},
      address = {Santa Barbara, Calif. :},
      year = {2010},
}