Fleming, John Howland <br/><br/>
Human sigma :  managing the employee-customer encounter / 
John H. Fleming, Jim Asplund 
 - New York :  Gallup Press,  2007 
 - 313 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. [289]-313) 
<br/><br/><label>ISBN: </label>9781595620163  RM99.90 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations<br/>Sales management<br/>Consumer satisfaction