00646nam a22001337a 450000500170000002000240001708200170004110000340005824500730009226000420016530000320020750000490023965002240028820260622112243.0  a9781881052814 (pbk)  a658.812bBAR  aBarlow, JanelleaClaus Moller  aA complaint is a giftb: using customer feedback as a strategic tool  aUSAbBerrett-Koehler Publishersc1996  ax, 222 p.b: ill.c; 23 cm.  aIncludes notes, index and about the authors   aCustomer Relationship ManagementaService ManagementvCustomer feedback managementvService recovery strategyvComplaint handling systemsvCustomer satisfactionvService quality improvementvRelationship marketingvRSBM