Customers Reimagining Customer Service at KLM Using Facebook and Twitter For KLM, social business developed in response to an epic customer service crisis. Martijn van der Zee (KLM), interviewed by Gerald C. Kane April 30, 2014
Developing Strategy Creating Growth With Services Mohanbir Sawhney, Sridhar Balasubramanian and Vish V. Krishnan January 15, 2004