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. 
 - 256 p. :  ill. 
<br/><br/>HKBU Library 
<br/><br/>    
<br/><br/><label>ISBN: </label>0814413331 081441334X 9780814413333 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer relations--Management 
<br/><br/><label>LC Class. No.: </label>HF5415.5  / G646 S 2009