TY  - BOOK
AU  - Thomas,Ann
AU  - Applegate,Jill
ED  - Performance Research Associates
TI  - 101 activities for delivering knock your socks off service
SN  - 9780814414446
PY  - 2009///
CY  - New York
PB  - American Management Association
KW  - Customer services
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index
ER  -