TY  - BOOK
AU  - Fornell, Claes.
TI  - Satisfied customer: winners and losers in the battle for buyer preference 
SN  - 9781403981974 (hbk.)
U1  - 658.8343 23
PY  - 2007///
CY  - New York
PB  - Palgrave Macmillan
ER  -