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