TY  - BOOK
AU  - Reichheld, Frederick F.
TI  - The loyalty effect: the hidden force behind growth, profits, and lasting value 
SN  - 0875844480
PY  - 1996///
CY  - Boston
PB  - Hervard Business School
KW  - Business
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Job satisfaction
KW  - Labor productivity
KW  - Loyalty
N1  - BB
ER  -