Pelletier R <br/><br/>
It's all about service : how to lead your people to care for your customers 
Pelletier R 
 - New York  New York, John Wiley  2005 
 - 232p 
<br/><br/><label>ISBN: </label>0-471-71675-8 
<br/><br/><label>Source: </label>Textbook