Barlow, Janelle,    1943- <br/><br/>
A complaint is a gift :  using customer feedback as a strategic tool / 
Janelle Barlow and Claus M�ller. 
 - San Francisco :  Berrett-Koehler Publishers,  c1996. 
 - x, 222 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references (p. 199-210) and index. 
<br/><br/><label>ISBN: </label>0070582092 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer complaints.<br/>Customer services.
<br/><br/><label>LC Class. No.: </label>658.812  / BAR 
<br/><br/><label>Dewey Class. No.: </label>658.812  / BAR [ Shelf 80]