TY  - BOOK
AU  - Goodman,John A.
AU  - Broetzmann,Scott M.
TI  - Strategic customer service: managing the customer experience to increase positive word of mouth, build loyalty, and maximize margins and profits 
SN  - 0814439055
PY  - 2019///
CY  - New York
PB  - HarperCollins Leadership, an imprint of HarperCollins
KW  - Customer services
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index
ER  -