Stauss, Bernd.
Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel. - 1st ed. - Cincinnati : Thompson/South-Western, c2004. - x, 310 p. : ill. ; 24 cm.
"American Marketing Association."
Includes bibliographical references (p. 298-303) and index.
0324202644 (hbk.) 9780324202649 (hbk.)
2004022189
Consumer complaints.
Customer relations--Management.
HF5415.52 / .S73 2004
658.812 / STA 2004
Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel. - 1st ed. - Cincinnati : Thompson/South-Western, c2004. - x, 310 p. : ill. ; 24 cm.
"American Marketing Association."
Includes bibliographical references (p. 298-303) and index.
0324202644 (hbk.) 9780324202649 (hbk.)
2004022189
Consumer complaints.
Customer relations--Management.
HF5415.52 / .S73 2004
658.812 / STA 2004