Barlow, Janelle  Claus Moller <br/><br/>
A complaint is a gift  : using customer feedback as a strategic tool 

 - USA  Berrett-Koehler Publishers  1996 
 - x, 222 p.  : ill.  ; 23 cm. 
<br/><br/> Includes notes, index and about the authors  
<br/><br/><label>ISBN: </label>9781881052814 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer Relationship Management<br/>Service Management--Customer feedback management--Service recovery strategy--Complaint handling systems--Customer satisfaction--Service quality improvement--Relationship marketing--RSBM
<br/><br/><label>Dewey Class. No.: </label>658.812  / BAR