TY  - BOOK
AU  - Sviokla,J.J.
AU  - Shapiro,Benson P.
TI  - Keeping customers
T2  - The Harvard Business Review Book Series,
SN  - 0875843336 (acidfree paper) :
AV  - HF 5415.5 KEE
PY  - 1993///
CY  - Boston, MA
PB  - Harvard Business School Press
KW  - Customer services - United States
KW  - Consumer satisfaction - United States
N1  - Articles originally published in the Harvard business review, 1968-1992.

Includes index; Companion volume to: Seeking customers
ER  -