Stauss, Bernd. <br/><br/>
Complaint management :  the heart of CRM / 
Bernd Stauss, Wolfgang Seidel. 
 - 1st ed. 
 - Cincinnati :  Thompson/South-Western,  c2004. 
 - 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 9780324202649 
<br/><br/><label>LCCN: </label>2004022189 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer complaints.<br/>Customer relations--Management.
<br/><br/><label>LC Class. No.: </label>HF5415.52  / .S83 2004 
<br/><br/><label>Dewey Class. No.: </label>658.8/12