Griffin, Jill <br/><br/>
Customer loyalty :  how to earn it, how to keep it / 
Jill Griffin 
 - New York :  Lexington Books,  1995 
 - 242 p. ;  24 cm. 
<br/><br/>p. 229-235. 
<br/><br/><label>ISBN: </label>002912977X  RM51.96 
<br/><br/><label>LCCN: </label>94-36213 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction<br/>Customer services<br/>Customer relations