TY  - BOOK
AU  - Fornell, Claes
TI  - The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
SN  - 9781403981974
U1  - 658.812/FOR FOR 
PY  - 2008///
CY  - UK
PB  - Palgrave Macmillan
KW  - customer services
N1  - �16.99
ER  -