TY  - BOOK
AU  - Rosenbluth, Hal
AU  - Peters, Diane McFerrin 
TI  - The customer comes second: and other secrets of exceptional service
U1  - 338.4'791 ROS  
PY  - 1992///
CY  - New York
PB  - William Morrow and Co Inc
N1  - Includes bibliographical references and index 
ER  -