| 000 | 01008cam a2200301 a 4500 | ||
|---|---|---|---|
| 001 | 17027808 | ||
| 003 | OSt | ||
| 005 | 20230131084645.0 | ||
| 008 | 111031s2012 enka b 001 0 eng | ||
| 010 | _a 2011045182 | ||
| 020 | _a9780749465308 (pbk. | ||
| 020 | _a9780749465315 (ebook) | ||
| 040 |
_aDLC _cDLC _dDLC |
||
| 042 | _apcc | ||
| 050 | 0 | 0 |
_aHF5415.52 _b.C66 2012 |
| 082 | 0 | 0 |
_a658.8/12 _223 |
| 100 | 1 | _aCook, Sarah. | |
| 245 | 1 | 0 |
_aComplaint management excellence : _bcreating customer loyalty through service recovery / _cSarah Cook. |
| 260 |
_aLondon ; _aPhiladelphia : _bKogan Page, _cc2012. |
||
| 300 |
_aix, 192 p. : _bill. ; _c24 cm. |
||
| 504 | _aIncludes bibliographical references and index. | ||
| 650 | 0 | _aConsumer complaints. | |
| 650 | 0 | _aCustomer loyalty. | |
| 650 | 0 | _aCustomer services. | |
| 906 |
_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg |
||
| 942 |
_2ddc _cBK _n0 |
||
| 999 |
_c411 _d411 |
||