TY  - BOOK
AU  - Zemke,Ron
AU  - Connellan,Thomas K
TI  - E-service: 24 ways to keep your customers when the competition is just a click away 
SN  - 0814406068
PY  - 2001///
CY  - New York
PB  - AMACOM
KW  - Customer loyalty
KW  - Internet marketing
N1  - Includes bibliographical references (p. 323-325) and index
ER  -