000			00438nam a2200169Ia 4500
008			220709b1993 xxu||||| |||| 00| 0 eng d
082			_a658.812 _bS95K
245			_aKeeping customers
260			_aBoston _bHarvard Business School _c1993
300			_axx, 384p.
500			_aManagement
630			_aConsumer satisfaction
630			_aCustomer Service
700			_aSviokla, John J. ed. Shapiro, Benson P. jt.ed.
964			_bEnglish
964			_ePaper Fo
942			_cBooks
906			_a53490
981			_aBoston: Harvard Business School, 1993.
982			_axx, 384p.
983			_aKeeping customers
999			_c53161 _d53161