Cook, Sarah. <br/><br/>
Complaint management excellence :  creating customer loyalty through service recovery / 
Sarah Cook. 
 - London ;  Philadelphia :  Kogan Page,  c2012. 
 - ix, 192 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780749465308 (pbk. 9780749465315 (ebook) 
<br/><br/><label>LCCN: </label>2011045182 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer complaints.<br/>Customer loyalty.<br/>Customer services.
<br/><br/><label>LC Class. No.: </label>HF5415.52  / .C66 2012 
<br/><br/><label>Dewey Class. No.: </label>658.8/12