Goodman, John A. <br/><br/>
Strategic customer service  managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits 

 - New York  AMACOM  2009 
 - xiv, 256 p.  : ill.  ; 23 cm. 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>9780814413333 (hb) 0814413331 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management--Customer relations--Service strategically--Strategic solutions--Customer services --RIHCA
<br/><br/><label>Dewey Class. No.: </label>658.812  / GOO