TY  - BOOK
AU  - Barlow, Janelle
AU  - Moller, Claus
TI  - A complaint is a gift: recovering customer loyalty when things go wrong 
SN  - 9781576755822
U1  - 658.8343   
PY  - 2008///
CY  - San Francisco, Calif.
PB  - Berrett-Koehler Publishers
KW  - Quejas al consumidor
KW  - Servicio al cliente
UR  - http://catdir.loc.gov/catdir/toc/ecip0816/2008017877.html
UR  - http://books.google.com/books?id=OnZLxKfFewEC
ER  -