TY  - BOOK
AU  - Connell 
TI  - Measuring customer and service profitability : in the finance sector 
SN  - 0412631806 
U1  - 658.812 CON 1995 
PY  - 1995///
CY  - London
PB  - Chapman & Hall
KW  - Customer services
KW  - Measurement
KW  - Service industries
N1  - Includes bibliographical references and index
ER  -