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,  2001. 
 - xviii, 323 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>1578516870 9781578516872 
<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