TY  - BOOK
AU  - Sterne 
TI  - Customer service on the Internet : building relationships, increasing loyalty, and staying competitive 
SN  - 0471155063
U1  - 658.8120285467 STE 1996 
PY  - 1996///
CY  - New York
PB  - John Wiley & Sons
KW  - Customer services
KW  - Communication systems
KW  - Internet (Computer network)
KW  - Internet marketing
KW  - World Wide Web (Information retrieval system)
N1  - Includes index
ER  -