000			00582nam a22001577a 4500
999			_c47209 _d47209
020			_a9780814413333 (hb)
020			_a0814413331
082			_a658.812 _bGOO
100			_aGoodman, John A.
245			_aStrategic customer service _bmanaging the customer experience to increase positive word of mouth, build loyalty, and maximize profits
260			_aNew York _bAMACOM _c2009
300			_axiv, 256 p. _b: ill. _c; 23 cm.
500			_aIncludes index.
650			_aManagement _vCustomer relations _vService strategically _vStrategic solutions _vCustomer services _vRIHCA
942			_cBK