TY  - BOOK
AU  - Band, William A.
TI  - Creating value to customers: designing and implementing a total corporate strategy
SN  - 0471525936
U1  - GC 658.812 B221 1991 
PY  - 1991///
CY  - New York, N.Y.
PB  - John Wiley & Sons
KW  - Customer service
KW  - Customer satisfaction
N1  - Includes index
ER  -