00461nam a2200145Ia 4500008004100000020001800041041000800059082001700067100001700084245014200101250000600243260003200249300001100281650002300292210716s2012    xx            000 0 und d  a9780749465308  aeng  a658.812 COOS  aCook, Sarah.  aComplaint management excellence: creating customer loyalty through service recovery.bCreating customer loyalty through service recovery.  a1  aNew DelhibKogan Pagec2012  aix,192  aGeneral Management