TY  - BOOK
AU  - Gamble,Paul R.
AU  - Stone,Merlin
AU  - Woodcock,Neil
TI  - Up close and personal: customer relationship marketing @ work 
SN  - 0749430877
PY  - 1999///
CY  - London
PB  - Kogan Page
KW  - Relationship marketing
N1  - References : p. 351-355
ER  -