@book{6174,
	author = {Oliver, Richard L.},
	title = {Customer satisfaction/dissatisfaction with a brief introduction to loyalty},
	publisher = {Henry Stewart Talks,},
	year = {2008.},
	series = {Improving the customer experience : satisfaction, perceived value and loyalty},
	address = {London :},
	note = {Animated audio-visual presentations with synchronized narration.},
	url = {http://hstalks.com/lib.php?t=HST50.1740&c=250}
}