TY  - BOOK
AU  - Gutek,Barbara A.
AU  - Welsh,Theresa M.
TI  - The brave new service strategy: aligning customer relationships, market strategies, and business structures 
SN  - 0814405274
U1  - 658.812 21
PY  - 2000///
CY  - New York
PB  - AMACOM
KW  - Customer services
N1  - Includes bibliographical references and index; In "the good old days", service providers usually knew ther customers personally, or at least by sight. In modern times, traditional service relationships have mutated almost beyond recognition, and customer service contacts are increasingly automated and anonymous. This volume explores the changing nature of customer service, showing businesses how to adapt and build a service business that gives customers the "personal" service they still yearn for
UR  - http://lcweb.loc.gov/catdir/toc/99054932.html
UR  - http://repository.fue.edu.eg/xmlui/handle/123456789/4283
ER  -