TY  - BOOK
AU  - Hill Nigel
AU  -  Alexander Jim
TI  - Handbook of customer satisfaction and loyalty measurement
SN  - 0566081946
U1  - X:511-8, PO 
PY  - 2000///
CY  - Aldershot
PB  - Gower Publishing         
KW  - Marketing
N1  - Appendix : p 541-86
ER  -