TY  - BOOK
AU  - Barlow, Janelle, 
AU  - M�ller, Claus, 
TI  - A complaint is a gift: using customer feedback as a strategic tool 
SN  - 0070582092
AV  - 658.812 BAR
U1  - 658.812 
PY  - 1996///
CY  - San Francisco
PB  - Berrett-Koehler Publishers
KW  - Consumer complaints
KW  - Customer services
N1  - Includes bibliographical references (p. 199-210) and index
UR  -  http://www.loc.gov/catdir/enhancements/fy0716/95052763-d.html
ER  -