Smith, Shaun <br/><br/>
Managing the customer experience :  turning customers into advocates / 
Shaun Smith and Joe Wheeler 
 - London :  Financial Times Prentice Hall,  2002 
 - xvi, 254 p. :  ill. ;  24 cm. 
<br/><br/><label>ISBN: </label>0273661957  RM168.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations<br/>Relationship marketing<br/>Customer loyalty