"Sturdy, Andrew (ed)" <br/><br/>
Customer service  empowerment and entrapment 

 - New York  Palgrave  2001 
 - "xi,215p. : ill. ;23.5cm." 
<br/><br/> includes index 
<br/><br/><label>ISBN: </label>333946073 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer service<br/>Marketing management