00694cam a2200205 a 45000010005000000030009000050050017000140080041000310200015000720400028000870820020001151000016001352450102001512600046002533000031002995040051003306500038003816500051004197000018004701363BD-DhUAP20201224152610.0201224s1989    nyu           001 0 eng    a0453006477  aDLCcDLCdBD-DhUAPbeng00a658.812 ZEM2231 aZemke, Ron.14aThe service edge :b101 companies that profit from customer care /cby Ron Zemke and Dick Schaaf.  aNew York :bNew American Library,cc1989.  axviii, 584 pages ;c24 cm.  aIncludes bibliographical references and index. 0aCustomer serviceszUnited States. 0aService industrieszUnited StatesxManagement.1 aSchaaf, Dick.