Goodman, Gary S. <br/><br/>
Monitoring, measuring, and managing customer service / 
Gary S. Goodman 
 - San Francisco :  Jossey-Bass,  2000 
 - 166 p. ;  24 cm. 
<br/><br/><label>ISBN: </label>0787951390 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Quality control--Handbooks, manuals<br/>Customer services--Evaluation--Handbooks, manuals<br/>Customer services--Management--Handbooks, manuals