TY  - BOOK
AU  - Allen, Derek R.
TI  - Customer satisfaction research management: A comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations
SN  - 9788129711342
U1  - 658.8343 
PY  - 2005///
CY  - New Delhi
PB  - Pearson Education
KW  - Management
ER  -