TY  - BOOK
AU  - 
AU  - Crosby, Lawrence A., Johnson, Sheree L.
ED  - 
ED  - 
ED  - 
ED  - 
SN  - 2
PY  - 2004///.;July/August 200446
CY  - 
PB  - American Marketing Association
KW  - 
KW  - 2
KW  - 0
KW  - 6
KW  - 20
KW  - Customer loyalty
KW  - Management dynamics
KW  - Management
KW  - Company business management
KW  - sears0
N1  - ABSTRACT :  A recent survey by the Wharton School of the University of Pennsylvania shows that many companies make little or no effort to identify the shortcomings in their strategies for identifying customer loyalty (CL). The three Ms for understanding customers, measuring, modeling, and managing are analyzed; 5
ER  -