TY  - BOOK
AU  - Sviokla,John J.
AU  - Shapiro,Benson P.
TI  - Keeping customers / 
T2  - Harvard Business Review book series
SN  - 9780875843339
PY  - 1993///
CY  - Boston
PB  - Harvard Business School Press
KW  - Customer services
KW  - United States
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Marketing
KW  - Management
N1  - Includes bibliographical references and index
ER  -