Sterne Jim <br/><br/>
Customer service on the internet: Building relationships, increasing Loyalty and staying competitive 
Sterne Jim 
 - New York  New York, John Wiley & Sons  2000 
 - xvi,351 
<br/><br/><label>ISBN: </label>0-471-38258-2 
<br/><br/><label>Source: </label>Textbook