Reichheld, F. F., & Teal, T. (1996). The loyalty effect: The hidden force behind growth, profits, and lasting value. Boston, Mass.: Harvard Business School Press.
Chicago Style CitationReichheld, Frederick F., and Thomas Teal. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Boston, Mass.: Harvard Business School Press, 1996.
MLA CitationReichheld, Frederick F., and Thomas Teal. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Boston, Mass.: Harvard Business School Press, 1996.
Warning: These citations may not always be 100% accurate.