TY  - BOOK
AU  - Reichheld,Frederick F.
AU  - Teal,Thomas
TI  - The loyalty effect: the hidden force behind growth, profits, and lasting value 
SN  - 9780875844480
PY  - 1996///
CY  - Boston
PB  - Harvard Business School Press
KW  - Customer relations
KW  - Customer loyalty
KW  - Consumer satisfaction
KW  - Relationship marketing
KW  - Success in business
KW  - Job satisfaction
KW  - Labor productivity
N1  - Includes bibliographical references and index
ER  -