TY  - SER
AU  - McKenna R
TI  - Age of the Never-Satisfied Customer
PY  - 0000///0
CY  - World Executive's Digest
PB  - Aug-98
KW  - Competition, Customer Satisfaction
UR  - http://192.168.6.13/libsuite/mm_files/Articles/AR1335.pdf
ER  -