TY  - BOOK
AU  - Horovitz, Jacques
AU  - Trigano, Gilbert
TI  - Winning ways: achieving zero-defect service 
SN  - 0-915299-78-X
AV  - HF 5415.5 H6313.1990
PY  - 1990///
CY  - Cambridge
PB  - Productivity
KW  - Servicios al cliente
ER  -