000			00531cam a22001577a 4500
008			180718b2000 xxu||||| |||| 00| 0 eng d
020			_a8126509392
082			_aT15 J634i
100			_aJohnson, Michael D.
245			_aImproving customer satisfaction, loyalty, and profit : an integrated measurement and management system _cBy Michael D. Johnson, Anders Gustafsson
260			_aNew Delhi _bJohn Wiley _c2000
300			_a214p.
650			_aCustomer relations
650			_aCustomer loyalty
650			_aConsumer satisfaction
999			_c502974 _d502974