TY  - BOOK
AU  - Sviokla, John J. ed. Shapiro, Benson P. jt.ed.
TI  - Keeping customers
U1  - 658.812 
PY  - 1993///
CY  - Boston
PB  - Harvard Business School
KW  - Consumer satisfaction
KW  - Customer Service
N1  - Management
ER  -