Reichheld, Frederick F. <br/><br/>
The loyalty effect :  the hidden force behind growth, profits, and lasting value / 
Frederick F. Reichheld ; with Thomas Teal. 
 - Boston :  Harvard Business School Press,  1996. 
 - xviii, 323 pages :  illustrations, portrait, charts ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780875844480 0875844480 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Customer loyalty.<br/>Consumer satisfaction.<br/>Relationship marketing.<br/>Success in business.<br/>Job satisfaction.<br/>Labor productivity