TY  - BOOK
AU  - Owton,Avril
TI  - Delighting your customers-- on a shoestring: delivering excellent customer service without breaking the bank 
T2  - Business on a shoestring
SN  - 9781408139929 (pbk.)
U1  - 658.812 
PY  - 2011///
CY  - London
PB  - Bloomsbury
KW  - Customer services
KW  - Small business
KW  - Management
N1  - Includes index
ER  -