TY  - BOOK
AU  - Sterne,Jim
TI  - Customer service on the internet : building relationships, increasing loyalty, and staying competitive
SN  - 0471382582
U1  - 658.8120285 19
PY  - 2000///
CY  - New York
PB  - John Wiley
KW  - Internet marketing
KW  - Spines
KW  - Customer services - Communication systems; Customer service
N2  - Business
ER  -