000			00280nam a2200121Ia 4500
100			_aMartin, William B
020			_a0-7494-0352-7
942			_cBK
245			_aManaging quality customer service
260			_aKogan Page, London _c1989
082			_a658.314 Mar
300			_avi, 91
999			_c36045 _d36045