BROWN STANLEY A. (1999). STRATEGIC CUSTOMER CARE. JOHN WILEY AND SONS.
Lua i Stíl Chicago (17ú heag.)BROWN STANLEY A. STRATEGIC CUSTOMER CARE. NEW YORK: JOHN WILEY AND SONS, 1999.
Lua MLA (9ú heag.)BROWN STANLEY A. STRATEGIC CUSTOMER CARE. JOHN WILEY AND SONS, 1999.
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