TY  - BOOK
AU  - Johnson,Michael D.
TI  - Improving customer satisfaction, loyalty, and profit: an integrated measurement and management system 
T2  - The University of Michigan Business School management series
SN  - 9780787953102
AV  - HF5415.335 J64
PY  - 2000///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Consumer satisfaction
KW  - Customer loyalty
KW  - Customer relations
ER  -