author = { Reichheld, Frederick F. },

title = { The loyalty effect the hidden force behind growth, profits, and lasting value },

edition = { [reprint.] } ,

publisher = {Bain},

isbn = {0875844480},

keywords = { Kundendienst , Arbeitszufriedenheit , Loyalität },

year = {1997},

abstract = {Dt. Ausg u.d.T.: Reichheld, Frederick F.: Der Loyalitäts-Effekt},

address = { Boston, Mass. },

url = { http://slubdd.de/katalog?TN_libero_mab2 }