TY  - BOOK
AU  - Sterne,Jim
TI  - Customer service on the internet : : building relationships, increasing loyalty, and staying competitive / 
SN  - 0471155063
U1  - 658.81202854678 
PY  - 1996///
CY  - New York
PB  - Wiley, 
KW  - Business management
KW  - Customers
KW  - Business services
KW  - Internet
KW  - Computer networks
KW  - World wide web
KW  - Computer applications
KW  - Computer communications
ER  -