Barrera, Rick <br/><br/>
Overpromise and overdeliver: the secrets of unshakable customer loyalty 

 - New York  Penguin Books  2005 
 - X+226 
<br/><br/><label>ISBN: </label>0-14306-214-X 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer Relations