00810cam a2200205 a 4500952010600000999001300106020003400119050001900153245002400172260005700196300003700253490004500290500009400335500004400429650003900473650004300512700001900555700002300574942000700597  001040aGIMPAbGIMPAcREFd2015-04-23ePurchasel0oHF 5415.5 KEEp64789r2022-01-17w2022-01-17yBK  c702d702  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.  cBK