TY  - ADVS
AU  - Timm,Paul R
TI  - Winning customer loyalty
U1  - 658.812 
PY  - 1999///
CY  - Chicago, Ill.
PB  - JWA Video
KW  - Lealtad del consumidor
KW  - Satisfacción del cliente
KW  - Servicio al cliente
N1  - v. 1. Eliminate customer turnoffs -- v. 2. Exceed customer expectations
ER  -