00490nam a2200145Ia 4500008004100000020001500041041000800056082002000064100001700084245017700101250000600278260003900284300001300323650000800336210716s1996 xx 000 0 und d a0471155063 aeng a658.812027 STEJ aSterne, Jim. aCustomer service on the internet: building relationships, increasing loyalty, and staying competitive.bBuilding relationships, increasing loyalty, and staying competitive. a1 aNew DelhibJohn Wiley & sonsc1996 axxvi,326 aCRM