TY  - BOOK
AU  - Stauss,Bernd
AU  - Seidel,Wolfgang
TI  - Complaint management: the heart of CRM 
SN  - 0324202644 (hbk.)
PY  - 2004///
CY  - Cincinnati, OH.
PB  - Thomson/South-Western
KW  - Consumer complaints
KW  - Customer relations
KW  - Management
N1  - 'American Marketing Association'; Includes bibliographical references (p. 298-303) and index
UR  - http://www.loc.gov/catdir/toc/ecip051/2004022189.html
ER  -