ROGER CARTWRIGHT is Director of The Centre for Customer Relations at Perth College in Scotland, one of the constituent members of the Highlands and Islands University Project (UHI). He is the Course Team Convenor for the proposed UHI Management Development Programme at postgraduate level. Roger has both written and edited texts on the subject of Management.

• AcknowledgementsList of FiguresPrefaceIntroductionWho is the CustomerValue for MoneyCustomer LoyaltyComplaints and RecoveryLegal AspectsCustomer Care and New TechnologiesRelationshipsPublic RelationsCustomer Service in ActionDeveloping a Customer Relations StrategyBibliographyIndex.

ROGER CARTWRIGHT is Director of The Centre for Customer Relations at Perth College in Scotland, one of the constituent members of the Highlands and Islands University Project (UHI). He is the Course Team Convenor for the proposed UHI Management Development Programme at postgraduate level. Roger has both written and edited texts on the subject of Management.

• AcknowledgementsList of FiguresPrefaceIntroductionWho is the CustomerValue for MoneyCustomer LoyaltyComplaints and RecoveryLegal AspectsCustomer Care and New TechnologiesRelationshipsPublic RelationsCustomer Service in ActionDeveloping a Customer Relations StrategyBibliographyIndex.

ROGER CARTWRIGHT is Director of The Centre for Customer Relations at Perth College in Scotland, one of the constituent members of the Highlands and Islands University Project (UHI). He is the Course Team Convenor for the proposed UHI Management Development Programme at postgraduate level. Roger has both written and edited texts on the subject of Management.

• AcknowledgementsList of FiguresPrefaceIntroductionWho is the CustomerValue for MoneyCustomer LoyaltyComplaints and RecoveryLegal AspectsCustomer Care and New TechnologiesRelationshipsPublic RelationsCustomer Service in ActionDeveloping a Customer Relations StrategyBibliographyIndex.