TY  - BOOK
AU  -  Reichheld,Frederick F.
AU  - Teal, Thomas
TI  - The loyalty effect : the hidden force behind growth, profits, and lasting value
U1  - 658.4 R271T 1996 
PY  - 1996///
CY  - Boston
PB  - Bain & Company
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Job satisfaction
ER  -