TY  - BOOK
AU  - Stauss,Bernd
AU  - Seidel,Wolfgang
TI  - Complaint management: the heart of CRM 
SN  - 0324202644 (hbk.)
AV  - HF5415.52 .S73 2004
U1  - 658.812 22
PY  - 2004///
CY  - Cincinnati
PB  - Thompson/South-Western
KW  - Consumer complaints
KW  - Customer relations
KW  - Management
N1  - "American Marketing Association."; Includes bibliographical references (p. 298-303) and index
UR  - http://www.loc.gov/catdir/toc/ecip051/2004022189.html
ER  -