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

 - Boston, Mass  Harvard Business School Press  1996 
 - xii, 323 p. : ill. ; 24 cm 
<br/><br/> Includes bibliographical references (p. 311-314) and index 
<br/><br/><label>ISBN: </label>1578516870