TY  - GEN
AU  - Shaw, Colin
AU  - Ivens, John
TI  - Building great customer experiences
SN  - 0333990137
U1  - 658.812  
PY  - 2002///
CY  - New York : 
PB  - Palgrave
KW  - Customer services
KW  - Consumer satisfaction
KW  - Experience
KW  - Customer relations
N1  - Includes bibliographical references and index
ER  -