TY  - BOOK
AU  - Shaw, Colin, 
AU  - Ivens, John.
TI  - Building great customer experiences
SN  - 0333990137 (cloth)
AV  - 658.812 SHA
U1  - 658.812 
PY  - 2002///
CY  - Houndmills, Basingstoke, Hampshire ; , New York
PB  - Palgrave
KW  - Customer services
KW  - Consumer satisfaction
KW  - Experience
KW  - Customer relations
N1  - Includes bibliographical references (p. 215-218) and index
ER  -