Reichheld, Frederick F. <br/><br/>
The loyalty effect :  the hidden force behind growth, profits, and lasting value / 
Frederick F. Reichheld with Thomas Teal. 
 - Boston, Mass. :  Harvard Business School Press,  c1996. 
 - xii, 323 p. :  ill. ;  24 cm. 
<br/><br/> Includes bibliographical references (p. 311-314) and index. 
<br/><br/><label>ISBN: </label>0875844480 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Consumer satisfaction.<br/>Job satisfaction.<br/>Labor productivity.<br/>Loyalty.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .R438 1996