Freemantle, David <br/><br/>
What customers like about you :  adding emotional value for service excellence and competitive advantage / 
David Freemantle 
 - London :  Nicholas Brealey Publishing,  1998 
 - 304 p. :  ill. ;  23 cm. 
<br/><br/><label>ISBN: </label>1857882016 
<br/><br/><label>LCCN: </label>98-030598 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer loyalty<br/>Customer relations<br/>Service industries