TY  - BOOK
AU  - Goodman 
TI  - Monitoring, measuring and managing customer service 
SN  - 0787951390 
U1  - 658.812 GOO 2000 
PY  - 2000///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Customer services
KW  - Evaluation
KW  - Handbooks, manuals, etc
KW  - Quality control
KW  - Customers services
KW  - Management
ER  -