TY  - BOOK
AU  - Shapiro,Benson P.
AU  - Sviokla,J.J.
ED  - Harvard Business Review.
TI  - keeping customers
SN  - 0875843336
U1  - 658.812 
PY  - 1993///
CY  - Boston, MA.
PB  - Havard Business School
KW  - Customer service
KW  - United States
KW  - Consumer satisfaction
N1  - Includes bibliographical references and index
ER  -