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  - 0814413331
AV  - HF5415.5 G646 S 2009
PY  - 2009///
CY  - New York : 
PB  - AMACOM, 
KW  - Customer services
KW  - Customer relations
KW  - Management
N1  - HKBU Library
ER  -