TY  - BOOK
AU  - Szwarc, Paul.
TI  - Researching customer satisfaction & loyalty: how to find out what people really think 
SN  - 9780749446611
AV  - 658.812 SZW
U1  - 658.812 
PY  - 2005///
CY  - London ; , Sterling, VA
PB  - Kogan Page
KW  - Consumer satisfaction
KW  - Customer loyalty
N1  - Includes bibliographical references (p. 247-251) and index
ER  -