Complaint Studies: Complaints are a Gift from Customers By Shinichi Sekine Complaint Studies II: How Complaint Handling Saves Companies By Shinichi Sekine Set of two books. These are recycled library books. As shown in the photos, there are labels and library stamps. Tape is used to keep the cover and the body of the book together. The "Complaint Studies" book has a peeled-off bag where a library card was likely kept (see photo 8). The inside is in relatively clean condition. No pets, no smokers. Please understand that these have been stored at home. Thank you.