TY  - BOOK
AU  - Beemer,C.Britt
AU  - Shook,Robert L.
TI  - The customer rules: the 14 indespensible, irrefutable, and indisputable qualities of the greatest service companies in the world
SN  - 9780071603652
U1  - 658.812 
PY  - 2009///
CY  - New York, NY
PB  - McGraw-Hill Professional
KW  - Customer relations
UR  - http://digitale-objekte.hbz-nrw.de/storage/2008/11/14/file_17/2663696.pdf
ER  -