000 00457nam a2200181Ia 4500
008 200208s9999 xx 000 0 und d
020 _a9780385522724
082 _a658.812 BLA
100 _a"Blackshaw, Pete"
245 0 _a"Satisfied customers tell three friends, angry customers tell 3,000"
260 _aNew York
260 _bDoubleday
260 _c2008
300 _a193p.
365 _dUSD
650 _aCustomer satisfaction
942 _cB
999 _c218532
_d218532