TY  - BOOK
AU  - Johnson, Michael D
AU  - Gustafsson, Anders
AU  - Johnson, Michael D
TI  - Improving customer satisfaction loyalty and profit
SN  - 9788126509393
U1  - 338.516 JOH 
PY  - 2000///
CY  - San Francisco, CA
PB  - Jossey-Bass
KW  - Economics
ER  -