00868cam a2200217 a 4500 1/33812 071108s1996 caua b 001 0 eng 1881052818 (alk. paper) 36243 DLC DLC GR-PeUP 658.8'12 BAR Barlow, Janelle, 1943- A complaint is a gift : using customer feedback as a strategic tool / Janelle Barlow and Claus Moller. San Francisco : Berrett-Koehler Publishers, c1996. x, 222 σ. : εικ. ; 23 εκ. Περιέχει βιβλιογραφία και ευρετήριο. Consumer complaints. Customer services. Mοller, Claus, 1942- INST UNIPILB MAIN 20071108 658.8'12 BAR 00154248 00154248 LOAN 0 1 /webopac/covers/02/36243_1881052818.jpg (alk. paper)