TY  - BOOK
AU  - Hill,Nigel   .
AU  - Alexander,Jim.
TI  - Hand book for measuring customer satisfaction and loyalty / 
SN  - 81-7929-051-4
U1  - 658.812 
PY  - 2004///
CY  - New Delhi : 
PB  - Infinity books , 
KW  - Customer relations
ER  -