00265nam a2200109Ia 450000500170000000800410001702000250005808200170008310000210010024500220012125000120014320240911060534.0210621s9999    xx            000 0 und d  a9781259025679 (pbk.)  a658.812bLUC  aLucas, Robert W. 0aCustomer service   a3rd ed.