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 :  American Management Association,  c2009. 
 - xiv, 256 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780814413333 (hbk.) 0814413331 (hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer relations--Management.
<br/><br/><label>Dewey Class. No.: </label>658.812  / GOO 2009