Understanding and managing customers / 
edited by Isobel Doole, Peter Lancaster, Robin Lowe 
 - Upper Saddle River, NJ :  Financial Times Prentice Hall,  2004 
 - 340 p. ;  24 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0273685627 (alk. paper)  RM196.94 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services