Smith,Shaun <br/><br/>
Managing the customer experience  turning customers into advocates 

 - London  Prentice-Hall  2002 
 - xvi,254p.  HB  22cm. 
<br/><br/><label>ISBN: </label>0273661957 
<br/><br/><label>Dewey Class. No.: </label>658.8343  / SMI