Allen, Derek. R <br/><br/>
Customer Satisfaction Research Management; A Comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations 

 - Delhi  Pearson Education  2005 
 - XV+248 
<br/><br/><label>ISBN: </label>81-297-1134-6 
<br/><br/><label>Universal Decimal Class. No.: </label>658.818  / ALL.05