TY  - BOOK
AU  - Johnson Michael D
AU  -  Gustafsson Anders
TI  - Improving customer satisfaction loyalty and profit
T2  - University of Michigan Business School Management Series
SN  - 0787953105
U1  - X:511-8:(S), PO 
PY  - 2000///
CY  - San Francisco  
PB  - Jossey Bass        
KW  - Marketing
N1  - Bibliography : p 157-198; Appendix : p 157-198
ER  -