TY  - BOOK
AU  - Irons Ken
TI  - World of superservice:  Creating profit through a p   
SN  - 0201403846
U1  - X:51-8, N7 
PY  - 1997///
CY  - Harlow
PB  - Addison-Wesley          
KW  - Marketing Management
N1  - Bibliography chapterwise
ER  -