TY  - BOOK
AU  - Sterne,Jim
TI  - Customer service on the internet: building relationships, increasing loyalty, and staying competitive 
SN  - 0471382582
AV  - HF5415.5 .S737 2000
U1  - 658.81202854678 
PY  - 2000///
CY  - New York
PB  - John Wiley
KW  - Customer
KW  - Service
KW  - Communication
ER  -