Szwarc P <br/><br/>
Researching customer satisfaction & loyalty: how to find out what people really think 
Szwarc P 
 - London  London, Kogan Page  2005 
 - 258p 
<br/><br/><label>ISBN: </label>0-7494-4661-7 
<br/><br/><label>Source: </label>Textbook