000			00865nam a22002537a 4500
999			_c20010 _d20010
003			OSt
005			20210630104958.0
008			161122b xxu||||| |||| 00| 0 eng d
020			_a0875844480
040			_aMMU _cMMU _dMMU _beng
050	0	0	_aHF5415.5 _b.R438 1996
100	1		_aReichheld, Frederick F.
245	1	4	_aThe loyalty effect : _bthe hidden force behind growth, profits, and lasting value / _cFrederick F. Reichheld with Thomas Teal.
260			_aBoston, Mass. : _bHarvard Business School Press, _cc1996.
300			_axii, 323 p. : _bill. ; _c24 cm.
500			_aIncludes bibliographical references (p. 311-314) and index.
650		0	_aCustomer relations.
650		0	_aConsumer satisfaction.
650		0	_aJob satisfaction.
650		0	_aLabor productivity.
650		0	_aLoyalty.
700	1		_aTeal, Thomas, _d1937-
942			_2lcc _cLOAN LOAN