00648cam a2200169 a 4500020003400000050001900034245002400053260005700077300003700134490004500171500009400216500004400310650003900354650004300393700001900436700002300455  a0875843336 (acidfree paper) :00aHF 5415.5bKEE00aKeeping customers /  aBoston, MA :bHarvard Business School Press,cc1993.  axx, 384 pages :bIllustrations ;  aThe Harvard Business Review Book Series,  aArticles originally published in the Harvard business review, 1968-1992.

Includes index.  aCompanion volume to: Seeking customers. 0aCustomer services - United States. 0aConsumer satisfaction - United States.1 aSviokla, J. J.1 aShapiro, Benson P.