TY  - BOOK
AU  - Cannie,Joan Koob
AU  - Caplin,Donald
TI  - Keeping customers for life
SN  - 0-8144-5008-3
AV  - HF 5415.5 .C36 1991
PY  - 1991///
CY  - New York
PB  - American Management Association
KW  - Customer services
KW  - Customer care
KW  - Consumer satisfaction
KW  - Emloyee motivations
KW  - Empowerment
KW  - Internal evaluation
KW  - Consumer behaviour
KW  - Staff training
N1  - Includes index
ER  -