MAP20080015596 Why the hottest customer loyalty measure is more hype than reality / Timothy Keiningham... [et al.] En: Sloan management review. - Cambridge : MIT Sloan School of Management, 1985-2012 = ISSN 1532-9194. - 01/07/2008 Tomo 49 Número 4 - 2008 I. Keiningham, Timothy L. .
