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 (hbk.)
U1  - 658.812 
PY  - 2009///
CY  - New York
PB  - American Management Association
KW  - Customer services
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index
ER  -