Reichheld, Frederick F. <br/><br/>
The Loyalty Effect : The hidden force behind growth, profits, and lasting value  

 - Boston  Harvard Business School Press  1996 
 - xviii; 323 p. 
<br/><br/>Includes bibliographical references (p. 311-314) and index. 
<br/><br/><label>ISBN: </label>0875844480 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Consumer satisfaction.<br/>Job satisfaction.<br/>Labor productivity.<br/>Loyalty.
<br/><br/><label>Dewey Class. No.: </label>658.4  / REI-T