Goodman, Gary S.  Dr. <br/><br/>
Monitoring, measuring and managing customer service/ 
Dr. Gary S. Goodman 
 - San Francisco:  Jossey - Bass,  2000 
 - xiii, 166 p.;  24 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>0787951390  $ 29.95 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Cuctomer services--Quality control<br/>Customer services--Evaluation<br/>Customer services--Management
<br/><br/><label>Dewey Class. No.: </label>658.812