Goodman, John A. <br/><br/>
Strategic customer service :   managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / 
John A. Goodman. 
 - New York :  AMACOM,  2009. 
 - xiv, 256 p.:  24 cm. 
<br/><br/> Includes index 
<br/><br/><br/>English 
<br/><br/><label>ISBN: </label>9780814413333 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer service<br/>Costumer relations--Management
<br/><br/><label>LC Class. No.: </label>658.812 G59s