TY  - BOOK
AU  - Szwarc,Paul
TI  - Researching customer satisfaction & loyalty: how to find out what people really think 
SN  - 0749446617 (pbk.)
PY  - 2005///
CY  - London
PB  - Kogan Page
KW  - Consumer satisfaction
KW  - Customer loyalty
N1  - Includes bibliographical references (p. 247-251) and index
UR  - http://www.loc.gov/catdir/toc/ecip0511/2005011073.html
ER  -