TY  - BOOK
AU  - Kaufman, Ron
AU  - Kaufman, Ron
TI  - Up your service! :  insights   true stories of winners and losers in the quest for superior service   
SN  - 9789810529581
AV  - 658.4036 KAU 2005 
U1  - 658.4036 KAU 2005 
PY  - 2005///
CY  - Singapore
PB  - Ron Kaufman
KW  - Management
ER  -