TY  - BOOK
AU  - Reichheld,Frederick F.
AU  - Teal,Thomas
TI  - The loyalty effect: the hidden force behind growth, profits, and lasting value 
SN  - 1578516870 (pbk.) :
AV  - HF5415.5 .R438 2001
PY  - 2001///, c1996
CY  - Boston, Mass.
PB  - Harvard Business School Press
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Job satisfaction
KW  - Labor productivity
KW  - Loyalty
N1  - Originally published in hbk. in 1996; Includes bibliographical references (p. 311-314) and index
ER  -