TY  - BOOK
AU  - Fleming,John Howland
AU  - Asplund,Jim
TI  - Human sigma: managing the employee-customer encounter 
SN  - 9781595620163
PY  - 2007///
CY  - New York
PB  - Gallup Press
KW  - Customer relations
KW  - Sales management
KW  - Consumer satisfaction
N1  - Includes bibliographical references (p. [289]-313)
ER  -