Reichheld, Frederick F. <br/><br/>
The loyalty effect :  the hidden force behind growth, profits, and lasting value / 
Frederick F. Reichheld 
 - Boston :  Hervard Business School,  C 1996. 
 - xii, 323p. :  24cm. ; 
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<br/><br/><label>ISBN: </label>0875844480 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Business<br/>Customer relations<br/>Consumer satisfaction<br/>Job satisfaction<br/>Labor productivity<br/>Loyalty