Goodman, John A., <br/><br/>
Strategic customer service :  managing the customer experience to increase positive word of mouth, build loyalty, and maximize margins and profits / 
John A. Goodman, Scott M. Broetzmann 
 - Second Edition 
 - xx, 268 pages :  illustrations ;  24 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0814439055 9780814439050 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer relations--Management