TY  - BOOK
AU  - Fornell, Claes
TI  - The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
SN  - 9781403981974
U1  - 658.8343 
PY  - 2007///
CY  - New York
PB  - Palgrave Macmillan
KW  - Customer Relationship Management
ER  -