Sviokla, J. J., & Shapiro, B. P. (1993). Keeping customers (11th ed.). HBR.
Chicago Edition CitationSviokla, John J., and Benson P. Shapiro. Keeping Customers. 11th ed. HBR, 1993.
MLA Edition CitationSviokla, John J., and Benson P. Shapiro. Keeping Customers. 11th ed. HBR, 1993.
Warning: These citations may not always be 100% accurate.