Fornell, Claes. <br/><br/>
Satisfied customer :  winners and losers in the battle for buyer preference / 
by Claes, Rornell. 
 - 1st ed. 
 - New York :  Palgrave Macmillan,  2007. 
 - viii, 247 p. ;  24 cm. 
<br/><br/><label>ISBN: </label>9781403981974 (hbk.) 
<br/><br/><label>Dewey Class. No.: </label>658.8343  / FOR