TY  - BOOK
AU  - Stauss,Bernd
AU  - Seidel,Wolfgang
TI  - Complaint Management: The Heart of CRM 
SN  - 0324202644 :
U1  - 658.812 22
PY  - 2004///
CY  - Cincinnati, Ohio
PB  - Thompson/South-Western, 
KW  - Consumer complaints
KW  - Customer relations
KW  - Management
N1  - "American Marketing Association"; Bibliography : page 298-303
UR  - http://www.loc.gov/catdir/toc/ecip051/2004022189.html
UR  - https://archive.org/details/complaintmanagem0000stau/page/n3/mode/2up
ER  -