TY  - BOOK
AU  - Reichheld, Frederick F.
TI  - The loyalty effect: the hidden force behind growth, profits, and lasting value
SN  - 1578516870
PY  - 1996///
CY  - Boston, Mass
PB  - Harvard Business School Press
N1  - Includes bibliographical references (p. 311-314) and index
ER  -