Buchanan, Richard W. <br/><br/>
When customers think we don't care  ending actions that self-destruct companies, customer service and jobs /  [Book] : 
Richard W. Buchanan. 
 - 3rd ed. 
 - Sydney ;  New York :  McGraw-Hill,  2009, c2008. 
 - ix, 366 p. :  ill. ;  21 cm. 
<br/><br/> reprint 2009 
<br/><br/> All. 
<br/><br/><label>ISBN: </label>9780070138636 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer relations.<br/>Consumer satisfaction.
<br/><br/><label>Dewey Class. No.: </label>658.812