TY  - BOOK
AU  - Sterne,Jim
TI  - Customer Service on the Internet: building relationships, increasing loyalty, and staying competitive
SN  - 0471382582 (paperback)
PY  - 2000///
CY  - [S.l.]
PB  - Wiley
KW  - Customer services--Communication systems
KW  - Internet marketing
KW  - World Wide Web
KW  - Internet
UR  - http://www.amazon.com/exec/obidos/ASIN/0471382582/chopaconline-20
ER  -