Desatnick, Robert L. Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization / Robert L. Desatnick, Denis H. Detzel. - Rev. ed. - Jossey-Bass 1993. 6996 ISBN: 9781555484152 Subjects--Topical Terms: Customer service.Customer relations. LC Class. No.: HF5415.5 / Des.