TY  - BOOK
AU  - Freemantle, David
TI  - What customers like about you: adding emotional value for service excellence and competitive advantage 
SN  - 1857882067
AV  - HF 5415.525 F733W
PY  - 2004///
CY  - London
PB  - Nicholas Brealey
KW  - Customer loyalty
KW  - Customer relations
KW  - Service industries
N1  - Includes bibliographical references and index
ER  -