DiJulius, John R. <br/><br/>
What’s the secret? :  to providing a world-class customer experience / 
John R. DiJulius 
 - Hoboken, NJ :  Wiley ,  2008 
 - 320 p. :  ill. ;  24 cm. 
<br/><br/><label>ISBN: </label>9780470196120 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Consumer satisfaction<br/>Customer loyalty