机读格式显示(MARC)

• 000 00813nam2a2200253 4500

• 001 0000228281

• 005 20140425145300.0

• 008 060216s2004 ohua b 001 0 eng

• 020 __ |a 0-324-20264-4(cloth) |c RMB390.71

• 040 __ |c HDU

• 041 0_ |a eng

• 090 __ |a F274/S3

• 093 __ |a F274 |2 5

• 100 1_ |a Stauss, Bernd.

• 245 10 |a Complaint management : |b the heart of CRM / |c Bernd Stauss, Wolfgang Seidel.

• 260 __ |a Mason, Ohio : |b Thompson/South-Western, |c c2004.

• 300 __ |a x, 310 p. : |b ill. ; |c 24 cm.

• 500 __ |a Commenned by Jian Yu.

• 500 __ |a "American Marketing Association." .

• 504 __ |a Includes bibliographical references (p. 298-303) and index.

• 650 _0 |a Consumer complaints.

• 650 _0 |a Customer relations |x Management.

• 700 1_ |a Seidel, Wolfgang, |d 1935-.

• 920 __ |a 233030 |z 2