Friedman, N. J. (1998). Customer service nightmares: 100 tales of the worst experiences possible, and how they could have been fixed. Crisp Publications.

Friedman, Nancy J. Customer Service Nightmares: 100 Tales of the Worst Experiences Possible, and How They Could Have Been Fixed. Menlo Park, Calif.: Crisp Publications, 1998.

Friedman, Nancy J. Customer Service Nightmares: 100 Tales of the Worst Experiences Possible, and How They Could Have Been Fixed. Crisp Publications, 1998.