APA Edition Citation

Sviokla, J. J., & Shapiro, B. P. (1993). Keeping customers (11th ed.). HBR.

Chicago Edition Citation

Sviokla, John J., and Benson P. Shapiro. Keeping Customers. 11th ed. HBR, 1993.

MLA Edition Citation

Sviokla, John J., and Benson P. Shapiro. Keeping Customers. 11th ed. HBR, 1993.

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