TY  - BOOK
AU  - Berry, Leonard L.
TI  - Discovering the soul of service : the nine drivers of sustainable business success
SN  - 9780684845111
U1  - 658.812 
PY  - 1999///
CY  - New York: 
PB  - The Free Press
KW  - business and economics
KW  - case studies
KW  - customer services
KW  - marketing
ER  -