Brown, Stanley A. <br/><br/>
Strategic customer care :  an evolutionary approach to increasing customer value and profitability / 
Stanley A. Brown 
 - Toronto :  John Wiley & Sons,  1999 
 - xiii, 305 p. :  ill. ;  23 cm. 
<br/><br/>Recommended reading list : p. 291-297 
<br/><br/><label>ISBN: </label>0471643424  RM108.34 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations<br/>Customer satisfaction<br/>Relationship marketing