TY  - BOOK
AU  - Reichheld, Frederick F.
TI  - The loyalty effect : the hidden force behind growth, profits, and lasting values
SN  - 0875844480
U1  - 658.4 
PY  - 1996///
CY  - Boston: 
PB  - Harvard Business School Press
KW  - consumer satisfaction
KW  - customer relations
KW  - getting started
KW  - investors
KW  - job satisfaction
KW  - labor productivity
KW  - loyalty
KW  - measures
KW  - partnerships for change
KW  - productivity
KW  - right employees
KW  - search of failure
KW  - transforming the value proposition
KW  - value
ER  -