TY  - BOOK
AU  - Sterne Jim
TI  - Customer service on the Internet: building relationships, increasing loyalty, and staying competitive
SN  - 0-471-15506-3
U1  - 658.8120285467 
PY  - 1996///
CY  - New York
PB  - John Wiley
KW  - Communication systems
KW  - Customer services
KW  - Internet
KW  - Internet marketing
KW  - World wide web(Information retrieval system)
ER  -