00377    a2200145   4500020001800000082001700018100002500035245003300060260003600093300002200129650001500151650002100166650002300187650002100210  a9780333801598  a658.812bCAR  aCartwright, Roger I.  aMastering customer relations  aNew yorkbMacmillanc2000g2000  ax, 238p.c23.5cm.  aMANAGEMENT  aCUSTOMER LOYALTY  aRELATIONS STRATEGY  aPUBLIC RELATIONS