TY  - BOOK
AU  - Goodman, John A.
TI  - Strategic customer service : : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits 
SN  - 9780814413333
AV  - 658.812 G59s 
PY  - 2009///
CY  - New York
PB  - AMACOM
KW  - Customer service
KW  - Costumer relations
KW  - Management
N1  - Includes index
ER  -