Shows managers how to break down walls between the customer service department and other organizational functions, find out what customers want, and use the information to produce the kinds of goods and services that will keep customers coming back, with a five-stage process that establishes connections between marketing, sales, product development, and customer service departments. Johnson teaches business administration at the University of Michigan Business School. Gustafsson teaches business economics at the Service Research Center of Karlstad University, Sweden. Annotation c. Book News, Inc., Portland, OR (booknews.com)