TY  - BOOK
AU  - Irons, Ken
TI  - The world of superservice : : creating profit through a passion for customer service 
SN  - 9780201403848 (pbk)
U1  - 658.812 
PY  - 1998///
CY  - USA
PB  - Addison Wesley
KW  - Service Management
KW  - Hospitality Management
KW  - Employee Engagement
KW  - Quality Management
KW  - Continuous Improvement
KW  - Customer-Centric Strategy
KW  - Word-of-Mouth Marketing
KW  - Customer Expectations
KW  - RSBM
N1  - Includes index
ER  -