TY  - BOOK
AU  - Owen, Richard
TI  - Answering the ultimate question: How net promoter can transform your business 
SN  - 978-0-470-26069-2
PY  - 2009///
CY  - San Francisco, CA : 
PB  - Jossey Bass 
KW  - Customer loyalty
KW  - Customer relations
N1  - Includes references, acknowledgements , and index
ER  -