TY  - BOOK
AU  - Shaw,Colin
TI  - The DNA of customer experience: how emotions drive value 
SN  - 9780230500006
AV  - HF5415.5 S528D
PY  - 2007///
CY  - Basingstoke
PB  - Palgrave Macmillan
KW  - CUSTOMER RELATIONS
KW  - EMOTIONS
N1  - Includes bibliographical references and index
ER  -