TY  - BOOK
AU  - Leppard, John  
AU  - Liz Molyneux
TI  - Auditing your customer service::  the foundation for success
T2  - marketing for managers
SN  - 0415097320
U1  - 658 LEP 
PY  - 1994///
CY  - London
PB  - Routledge
N1  - Includes bibliographical references
ER  -