TY  - BOOK
AU  - Cook, Sarah
TI  - Customer care excellence: : how to create an effective focus
SN  - 9780749437923 (pbk)
U1  - 658.812 
PY  - 2002///
CY  - United Kingdom
PB  - Kogan Page Limited
KW  - Customer services
KW  - Service quality
KW  - Customer care
KW  - Customer satisfaction
KW  - Service excellence
KW  - Customer loyalty
KW  - RSBM
N1  - Includes references and index
ER  -