TY  - BOOK
AU  - Denton,D.Keith
TI  - Horizontal management: beyond total customer satisfaction 
SN  - 0669269360 [hardbound]
PY  - 1991///
CY  - New York, Toronto, New York
PB  - Lexington Books, Maxwell Macmillan Canada, Maxwell Macmillan International
KW  - Teams in the workplace
KW  - Management
KW  - Employee participation
KW  - Customer relations
N1  - Includes bibliographical references and index; Contents: Part I Challenges -- Part II Serving the customer -- Part III Beyond customer satisfaction -- Part IV Creating a compeer culture
ER  -