Stauss, Bernd, <br/><br/>
Complaint Management :  The Heart of CRM / 
Bernd Stauss, Wolfgang Seidel. 
 - x, 310 pages :  illustrations ;  24 cm 
<br/><br/> "American Marketing Association". Includes index. 
<br/><br/>Bibliography : page 298-303. 
<br/><br/><label>ISBN: </label>0324202644 :  RM160.60 9780324202649 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer complaints<br/>Customer relations--Management
<br/><br/><label>Dewey Class. No.: </label>658.812