TY  - BOOK
AU  - Barlow, Janelle
TI  - A complaint is a gift: : using customer feedback as a strategic tool
SN  - 9781881052814 (pbk)
U1  - 658.812 
PY  - 1996///
CY  - USA
PB  - Berrett-Koehler Publishers
KW  - Customer Relationship Management
KW  - Service Management
KW  - Customer feedback management
KW  - Service recovery strategy
KW  - Complaint handling systems
KW  - Customer satisfaction
KW  - Service quality improvement
KW  - Relationship marketing
KW  - RSBM
N1  - Includes notes, index and about the authors
ER  -