TY  - BOOK
AU  - Fleming,John Howland
AU  - Asplund,Jim
TI  - Human sigma : managing the employee-customer encounter 
SN  - 9781595620163 (alk. paper)
AV  - HF5415.5 .F58 2007
PY  - 2007///
CY  - New York
PB  - Gallup Press
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Sales management
N1  - Includes bibliographical references (p. [289]-313)
UR  - http://www.loc.gov/catdir/toc/fy0804/2007929466.html
ER  -