Reichheld, Frederick F. <br/><br/>
The Loyalty effect: the hidden force behind growth, profits, and lasting value 

 - Boston  Harvard business school press  1996 
 - xii, 323 p. 
<br/><br/><label>ISBN: </label>875844480 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations
<br/><br/><label>Dewey Class. No.: </label>658.4  / REI