Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits Goodman, John A. creator text bibliography nyu New York AMACOM 2009 monographic eng 256 p. : ill. HKBU Library John A. Goodman. Customer services Customer relations Management HF5415.5 G646 S 2009 0814413331 081441334X 9780814413333 SDU 161129