Donoghue, Karen <br/><br/>
Built for use :  driving profitability through the user experience / 
Karen Donoghue 
 - New York :  McGraw-Hill,  2002 
 - xxvi, 262 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0071383042  RM120.40 
<br/><br/><label>LCCN: </label>2001-056215 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management<br/>Customer relations--Management<br/>Consumer satisfaction<br/>Strategic planning