000			00961cam a22002055a 4500
001			L156635
008			140612s2012 xxk f 001 0 eng d
020			_a9781578516872
035			_a(Sirsi) u156635
041	0		_aeng
050	0	4	_a658.4 $2 18
100	1		_aReichheld, Frederick F.
245	0	4	_aThe loyalty effect _bthe hidden force behind growth, profits, and lasting value
260			_aBoston _b Harvard Business School Press _c 2001.
300			_axviii, 323 p. _b ill. _c 24 cm.
505	2		_aLoyalty and value -- The economics of customer loyalty -- The right customers -- The right employees -- Productivity -- The right investors -- In search of failure -- The right measures -- Transforming the value propositions -- Partnerships for change -- Getting started: the path toward zero defections.
520			_aExplores the resaons for loyalty to a business and the benefits that maintaing it can bring.
700	1		_aTeal, Thomas
942			_n0
999			_c114334 _d114334