TY  - BOOK
AU  - Freemantle,David
TI  - What customers like about you: adding emotional value for service excellence and competitive advantage 
SN  - 1857882016
PY  - 1998///
CY  - London
PB  - Nicholas Brealey Publishing
KW  - Customer loyalty
KW  - Customer relations
KW  - Service industries
ER  -