Description: The loyalty effect :

Main Author:	Reichheld, Frederick F.
Other Authors:	Teal, Thomas,
Format:	Book
Language:	English
Published:	Boston, Mass. : Harvard Business School Press, c1996.
Subjects:	Customer relations Consumer satisfaction Job satisfaction Labor productivity

Physical Description:	xii, 323 p. : ill. ; 24 cm.
Bibliography:	Includes bibliographical references (p. 311-314) and index.
ISBN:	0875844480