Goodman, John A.

Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / John A. Goodman. - New York : AMACOM, c2009. - xiv, 256 p. : ill ; 24 cm.

Includes bibliographical references and index.

9780814413333 0814413331

2008055729


Customer services.
Customer relations--Management.

HF5415.5 / .G672 2009

658.8/12