@book{702,
	author = {Sviokla, J. J.},
	title = {Keeping customers /},
	publisher = {Harvard Business School Press,},
	year = {c1993.},
	series = {The Harvard Business Review Book Series,},
	address = {Boston, MA :},
	note = {Articles originally published in the Harvard business review, 1968-1992.

Includes index.}
}