TY  - GEN
AU  - Reichheld,Frederick F.
TI  - The loyalty effect: : the hidden force behind growth, profits, and lasting value 
SN  - 9781578516872
U1  - 658.4 REI 
PY  - 1996///
CY  - Massachusetts
PB  - HBS Press
KW  - Customer relations
KW  - Labour productivity
KW  - Job satisfaction
ER  -