PublicAffairs, New York, 2010, 1^st/1^st.  ISBN 978-1-58648-795-9.  Hard cover, 249 pages including Acknowledgments, Notes, and Index.  Unread copy with light wear to jacket; not remaindered.  ‘A fascinating glimpse into this remarkable yet, in many ways, ordinary organization, which survives, even thrives, in a sunset industry where overseas outsourcing is the norm. … Instructive and heartening, this book offers a proven model for companies that not only want healthy bottom lines but also satisfied, dedicated employees.’ (Publishers Weekly, from rear panel)