005930000a22002290004500650001400000650001700014650002200031650002000053650001900073650001300092082002700105518001300132530000600145100001600151245010400167250001300271020001800284260003000302260000900332300001400341041000800355  aMarketing  aTechnologies  aComputer networks  aConsumer demand  aWorld Wide Web  aInternet  a658.81202854678bSt44c  a20050112  aM  aSterne, Jim  aCustomer service on the internet; building relationship, increasing loyalty and staying competitive  a2nd edn.  a0-471-38258-2  aNew YorkbJohn Wiley, USA  c2000  axvi,351p.  aEng