Zemke, Ron. <br/><br/>
Service recovery :  fixing broken customers / 
Ron Zemke 
 - Portland :  Productivity Press,  1995. 
 - x, 63 p.:  21 cm. 
<br/><br/><label>ISBN: </label>1563271508 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer complaints<br/>Consumer satisfaction
<br/><br/><label>Dewey Class. No.: </label>658.812