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037 _aTextbook
040 _aFMSL
_beng
_cFMSL
041 _aeng
_2eng
084 _aX:51 P4
_qFMSL
100 _aBucha R W
_9748602
245 0 _aWhen customers think we don't care
_cBucha R W
250 _a2
260 _aNew Delhi
_bNew Delhi, McGraw-Hill
_c2004
300 _a288p
942 _cTB
_hX:51 P4
999 _c1301269
_d1301269