La Londe, Bernard J. <br/><br/>
Customer service  a management perspective 
by Bernard J. La Londe, Martha C. Cooper, Thomas G. Noordewier 
 - Oak Brook, Ill.  Council of Logistic Management  1988 
 - 162, 249 p. : ill. ; 24 cm. 
<br/><br/>p. 177-249 
<br/><br/><label>LCCN: </label>88-145088 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management