TY  - BOOK
AU  - PEPPERS, Don
AU  - ROGERS, Martha
TI  - Managing customer relationships: A strategic framework
SN  - 047148590X
U1  - 658.812 
PY  - 2004///
CY  - NEW YORK
PB  - JOHN WILEY
KW  - CONSUMER SATISFACTION
KW  - MARKETING - CONSUMER SATISFACTION
ER  -