TY  - BOOK
T1  - Delighting customers : how to build a customer-driven organization
A1  - Donovan, Peter.
A2  - Samler, Timothy.
LA  - English
PP  - London
PB  - Chapman & Hall
YR  - 1994
UL  - http://discoverylib.upm.edu.my/discovery/Record/426806
OP  - 243
CN  - HF5415.5 D687
SN  - 0412610108
KW  - Customer service.
KW  - Customer relations.
KW  - Consumer satisfaction.
ER  -