TY  - BOOK
AU  - Thompson, Harvey
TI  - Who stole my customer ? : winning strategies for creating and sustaining customer Loyalty
SN  - 0131453564
U1  - 658.8343 
PY  - 2003///
CY  - New York: 
PB  - Prentice Hall
KW  - customer defection
KW  - customer loyalty
KW  - customer relations
KW  - customer satisfaction
KW  - opportunity
KW  - product vs. service slices
KW  - risk
KW  - understanding loyalty
KW  - winning customer experience
ER  -