TY  - SER
AU  - Reichheld F.F. & Schefter P.
TI  - E-Loyalty
PY  - 0000///0
CY  - HBR
PB  - July-Aug 2000
KW  - E-Loyal, Customer Loyalty
UR  - http://192.168.6.13/libsuite/mm_files/Articles/AR3080.pdf
ER  -