TY  - BOOK
AU  - Fleming, John H. 
AU  - Jim Asplund 
TI  - Human sigma: managing the employee- customer encounter/ 
SN  - 	9781595620163
U1  - Circ. 658.812 F597h 2007 
PY  - 2007///
CY  - 	New York
PB  -  Gallup Press, 
KW  - 1. Business
KW  - 2. Consumer satisfaction
KW  - 3. Customer relations
KW  - 4. Sales management
ER  -