TY  - BOOK
AU  - Denton, D. Keith
TI  - Horizontal management: beyond total customer satisfaction
SN  - 0669269360
U1  - 658.812 
PY  - 1991///
CY  - New York: 
PB  - Lexington Books
KW  - customer relation
KW  - customer satisfaction
KW  - employment participation
KW  - management
KW  - work groups
ER  -