TY  - BOOK
AU  - Reicheld, Frederick F.
TI  - The loyalty effect : : The hidden force behind growth, profits, and lasting value / 
SN  - 0875844480
U1  - 331.1 
PY  - 1996///
CY  - Massachusetts, 
PB  - Harvard Business School Press, 
KW  - BUSINESS-NEGOCIOS
KW  - ECONOMIC-ECONOMIA
KW  - CUSTOMER SERVICE-SERVICIO AL CLIENTE
ER  -