TY  - BOOK
AU  - Griffin,Jill
TI  - Customer loyalty: how to earn it, how to keep it 
SN  - 002912977X
PY  - 1995///
CY  - New York
PB  - Lexington Books
KW  - Consumer satisfaction
KW  - Customer services
KW  - Customer relations
N1  - p. 229-235
ER  -