00331nam a2200121Ia 4500008004100000041000800041082001600049100001900065245004500084260003900129300003200168365000900200240624s9999    xx            000 0 und d  aeng  a658.812 KAZ  aKAZANJIAN KIRK  aEXCEEDING CUSTOMER EXPECTATIONS WHAT ENT  c2007aNew YorkbCurrency Doubleday  axvii, : 233 : p. : cm. ; 21  cb35