Complaint Management: The Heart of CRM20061Bernd Stauss and Wolfgang Seidel. Complaint Management: The Heart of CRM. 2005. 310 pp. $39.95 1st edition

  • Jochen Wirtz
  • Managing Service Quality, January 2006, Emerald
  • DOI: 10.1108/09604520610639982

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http://dx.doi.org/10.1108/09604520610639982

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