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  1. 1
    The service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value James L Heskett, W.Earl Sasser and Leonard A. Schlesinger.
    by HESKETT
    Published New York: The Free Press, 1997.
  2. 2
    The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world Fred Reichheld with Rob Markey.
    by Reichheld
    Published Boston, Mass.: Harvard Business Press, 2011.
  3. 3
    The loyalty advantage essential steps to energize your company, your customers, your brand Dianne M. Durkin
    by DURKIN
    Published New York AMACOM 2005
  4. 4
    Loyalty rules how today's leaders build lasting relationships Frederick F. Reichheld
    by REICHHELD
    Published Massachusetts harvard Business School Press 2001
  5. 5
    The ultimate question driving good profits and true growth Fred Reichheld
    by REICHHELD
    Published Boston Harvard Business School Publishing 2006
  6. 6
    Punching in the unauthorized adventures of a front-line employee Alex FRankel
    by FRANKEL
    Published New York Harper Collins Pubs. 2007