TY  - BOOK
AU  - Sturdy, Andrew
TI  - Customer service: empowerment and entrapment  
SN  - 0-333-94607-3
U1  - 658.812 
PY  - 2001///
CY  - New York
PB  - Palgrave
KW  - Customer service
KW  - Management
N1  - Includes index
ER  -