Online customer care : applying today's technology to achieve world-class customer interaction - Cusack, Michael, 1955- (Milwaukee, Wis. : ASQ Quality Press ; India : Infotec Standards, 1998)
Includes bibliographical references (p. 257-258) and index.
Keywords: Customer services -- Management; Teleshopping; Customer relations; Internet marketing; Internet advertising; Business enterprises -- Computer networks; Consumer satisfaction