@article{799273,
      author = {Larson, John A., and McClellan, Bennett E.,},
      url = {http://library.usi.edu/record/799273},
      title = {Capturing loyalty : how to measure, generate, and profit  from highly satisfied customers /},
      recid = {799273},
      pages = {1 online resource (xviii, 197 pages)},
}