TY  - BOOK
AU  - Brown,Stanley A.
TI  - Strategic customer care: an evolutionary approach to increasing customer value and profitability 
SN  - 0471643424
PY  - 1999///
CY  - Toronto
PB  - John Wiley & Sons
KW  - Customer relations
KW  - Customer satisfaction
KW  - Relationship marketing
N1  - Recommended reading list : p. 291-297
ER  -