000 00298nab a22001217a 4500
008 160615b20 xxu||||| |||| 00| 0 eng d
100 _aPhelps, Glenn
245 _aThe Key to Customer Loyalty
_cPhelps, Glenn.
260 _c20
300 _a33-35
650 _aCustomers
773 _aHuman Capital
_dMar
999 _c30024
_d30024