TY  - BOOK
AU  - Goodman,Gary S.
TI  - Monitoring, measuring, and managing customer service
SN  - 0787951390
PY  - 2000///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Customer services
KW  - Quality control
KW  - Handbooks, manuals
KW  - Evaluation
KW  - Management
ER  -