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Complaint management excellence : creating customer loyalty through service recovery /

Cook, Sarah.

Complaint management excellence : creating customer loyalty through service recovery / Sarah Cook. - London ; Philadelphia : Kogan Page, c2012. - ix, 192 p. : ill. ; 24 cm.

Includes bibliographical references and index.

ISBN: 9780749465308 (pbk. 9780749465315 (ebook)

LCCN: 2011045182

Subjects--Topical Terms:
Consumer complaints.
Customer loyalty.
Customer services.

LC Class. No.: HF5415.52 / .C66 2012

Dewey Class. No.: 658.8/12

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