Stauss, Bernd <br/><br/>
Complaint management :  the heart of CRM / 
Bernd Stauss, Wolfgang Seidel 
 - Cincinnati, OH. :  Thomson/South-Western,  2004 
 - x, 310 p. :  ill. ;  24 cm. 
<br/><br/> 'American Marketing Association' 
<br/><br/>Includes bibliographical references (p. 298-303) and index 
<br/><br/><label>ISBN: </label>0324202644 (hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer complaints<br/>Customer relations--Management