000 00353nam a2200133Ia 45e0
008 180310s2004 xx 000 0 und d
082 _a658.812 BUC
100 _aBuchanan, Richard W
245 0 _aWhen Customers think we don't care
250 _a
260 _aNew Delhi
_bTMH
_c2004
300 _aviii, 288p
942 _2ddc
_cBK
999 _c409
_d409