TY  - BOOK
AU  - DiJulius,John R.
TI  - What’s the secret?: to providing a world-class customer experience 
SN  - 9780470196120
PY  - 2008///
CY  - Hoboken, NJ
PB  - Wiley
KW  - Customer services
KW  - Consumer satisfaction
KW  - Customer loyalty
ER  -