TY  - BOOK
AU  - Cartwright Roger
AU  -  Green George
TI  - Incharge of customer satisfaction
T2  - In Charge
SN  - 0631200878
U1  - X:511-8, N7 
PY  - 1997///
CY  - Oxford
PB  - Blackwell          
KW  - Marketing
N1  - Bibliography : p 203-04
ER  -