Reichheld, Frederick F.  <br/><br/>
The loyalty effect:   the hidden force behind growth, profits, and lasting value  
by Frederick F. Reichheld,  
 - Massachusetts  HBS Press  1996 
 - xviii, 323 pages:  Illustrations;  24cms. 
<br/><br/><label>ISBN: </label>9781578516872 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations<br/>Labour productivity<br/>Job satisfaction
<br/><br/><label>Dewey Class. No.: </label>658.4 REI