TY  - GEN
AU  - Yeh, Raymond
AU  - Kozmetsky, George
AU  - Pearlson, Keri
TI  - Zero time: providing instant customer value-every time, all the time
SN  - 0471382450
U1  - 650.1 
PY  - 2000///
CY  - New York
PB  - John Wiley
KW  - MANAGEMENT
ER  -