Lucas, Robert W. Customer service : building successful skills for the twenty-first century / Robert W. Lucas. - 3rd ed. - Boston : McGraw-Hill, c2005 - xvi, 416 p. : ill. (some col.), col. maps ; 26 cm. Includes bibliographical references (p. 406-408) and index. ISBN: 0072938056 (pbk. : alk. paper) 9780072938050 LCCN: 2004044880 Subjects--Topical Terms: Customer services. Subjects--Index Terms: Dịch vụ khách hàng Quản lý Quản lý tiếp thị LC Class. No.: HF5415.5 / .L83 2005 Dewey Class. No.: 658.8/12