Sturdy, Andrew; Gurgulis, I; Willmott, H <br/><br/>
Customer service: empowerment & entrapment 

 - New York  Palgrave  2001 
 - xi, 215p. 
<br/><br/><label>ISBN: </label>0-333-94607-3 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer Relations