TY  - BOOK
AU  - Johnson,Michael D.
AU  - Gustafsson,Anders
TI  - Improving customer satisfaction, loyalty, and profit: an integrated measurement and management system 
SN  - 0787953105
PY  - 2000///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Consumer satisfaction
KW  - Customer loyalty
KW  - Customer relations
ER  -