TY  - BOOK
AU  - Sterne, Jim 1955-
TI  - Customer service on the Internet: building relationships, increasing loyalty and staying competitive 
SN  - 0471155063 (pbk:
PY  - 1996///
CY  - New York
PB  - Wiley
KW  - Customer services
KW  - Communication systems
KW  - Internet marketing
KW  - World Wide Web
KW  - Internet
N1  - Includes index
ER  -