@article{320897,
      author = {Fornell, Claes.},
      url = {http://library.usi.edu/record/320897},
      title = {The satisfied customer : winners and losers in the battle  for buyer preference /},
      publisher = {Palgrave Macmillan,},
      recid = {320897},
      pages = {viii, 247 p. :},
      address = {New York :},
      year = {2007},
}