000			00582nam a22001577a 4500
999			_c61786 _d61786
020			_a9780814473658 (pb)
082			_a658.812 _bPER
100			_aPerformance Research Associates
245			_aDelivering knock your socks off service
260			_aUnited States of America _bPerformance Research Associates _c2006
300			_avii, 198 p. _b: ill. _c; 23 cm.
500			_aIncludes index.
650			_aCustomer service _aHospitality industry _vFrontline management _vClient relations _vGuest satisfaction _vService excellence _vStaff training _vRICHA
942			_cBK