"Blackshaw, Pete" <br/><br/>
"Satisfied customers tell three friends, angry customers tell 3,000" 

 - New York  Doubleday  2008 
 - 193p. 
<br/><br/><label>ISBN: </label>9780385522724 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer satisfaction
<br/><br/><label>Dewey Class. No.: </label>658.812 BLA