TY  - GEN
AU  - Reichheld,Frederick F.
AU  - Teal,Thomas
TI  - The Loyalty Effect : The hidden force behind growth, profits, and lasting value 
SN  - 0875844480
U1  - 658.4 20
PY  - 1996///
CY  - Boston
PB  - Harvard Business School Press
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Job satisfaction
KW  - Labor productivity
KW  - Loyalty
N1  - Includes bibliographical references (p. 311-314) and index
ER  -