Author: Spector, Robert & Parick D. McCarthy,
Title: The Nordstrom Way: the inside story of America's #1 customer service company.
Description: NY, Wiley, (1995). 1st ptg. VG in VG DJ. As Morley Safer said in a 60 Minuter profile, "not service like it used to be, but service like it never was.".

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