Buchanan, Richard W <br/><br/>
When customers think we don't eare: ending actions that self-destruct companies, customer service and jobs 
Richard W. Buchanan 
 - 3rd ed 
 - New York  The McGraw-Hill Companies  2008 
 - ix, 230 p. ; 21 cm 
<br/><br/> Includes Index 
<br/><br/><label>ISBN: </label>9780070138636 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer Relationship<br/>Marketing
<br/><br/><label>Dewey Class. No.: </label>658.812 BUC