TY  - BOOK
AU  - Yeh, Raymond
AU  - Kezmetsky, George
AU  - Pearlson, Keri
TI  - Zero time TM: providing instant customer value every time, all the time
U1  - 658.834 
PY  - 2000///
CY  - New York
PB  - John Wiley and Sons
ER  -