00534nam a22001337a 4500020002300000020001500023082001700038100002100055245013700076260002700213300003400240500002000274650010600294  a9780814413333 (hb)  a0814413331  a658.812bGOO  aGoodman, John A.  aStrategic customer servicebmanaging the customer experience to increase positive word of mouth, build loyalty, and maximize profits  aNew YorkbAMACOMc2009  axiv, 256 p.b: ill.c; 23 cm.  aIncludes index.  aManagementvCustomer relationsvService strategicallyvStrategic solutionsvCustomer services vRIHCA