Goodman, John A. <br/><br/>
Strategic customer service :  managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / 
John A. Goodman. 
 - New York :  AMACOM,  c2009. 
 - xiv, 256 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/> This book provides guidance from the nation's leading authority on measuring and improving the customer experience. 
<br/><br/><label>ISBN: </label>0814413331 9780814413333 
<br/><br/><label>LCCN: </label>2008055729 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management.<br/>Customer services.
<br/><br/><label>LC Class. No.: </label>HF 5415.5  / G672 2009 
<br/><br/><label>Dewey Class. No.: </label>658.8/12