TY  - BOOK
AU  - Pearson,Christine
AU  - Porath,Christine
AU  - Bennis,Warren
TI  - The Cost of bad behavior: how incivility is damaging your business and what to do about it 
SN  - 978-1-59184-261-3
U1  - 658.3145 
PY  - 2009///]
CY  - NY
PB  - Portfolio
KW  - Courtesy
KW  - Work environment
KW  - Customer satisfaction
KW  - GENERAL MANAGEMENT
N1  - Has index
ER  -