TY  - BOOK
AU  - Cook, Sarah.
TI  - Complaint management excellence: creating customer loyalty through service recovery: Creating customer loyalty through service recovery
SN  - 9780749465308
U1  - 658.812 COOS 
PY  - 2012///
CY  - New Delhi
PB  - Kogan Page
KW  - General Management
ER  -