TY  - BOOK
AU  - Sterne,Jim
TI  - Customer service on the Internet: building relationships, increasing loyalty, and staying competitive 
SN  - 0471382582 (pbk. : alk. paper)
U1  - 658.81202854678 21
PY  - 2000///
CY  - New York
PB  - John Wiley
KW  - Customer services
KW  - Communication systems
KW  - Internet marketing
KW  - World Wide Web
KW  - Internet
N1  - Includes index
ER  -