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  Reichheld

  Reichheld, Frederick F. with Teal, Thomas, The Loyalty Effect – The Hidden Force Behind Growth, Profits, and Lasting Value, Harvard Business School Press, Boston, Massachussets, 1996.

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  Reichheld

  Reichheld, F.F., ‘Loyalty-based Management’, Harvard Business Review, March/April 1993, pp 74-73.

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  Reichheld

  Reichheld, Frederick F. and Sasser, Earl, ?Zero defections: Quality Comes to Services?, Harvard Business Review, September/October 1990, pp. 105-111.

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  Reid

  Reid, David M., ‘Data Access and Issue Analysis in Strategic Planning’ , Market Intelligence and Planning, Vol. 7, No. 1, 1989, pp. 14-18.

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  Reidenbach

  Reidenbach, Eric R. and Oliva, Terence A., ‘General Living Systems Theory and Marketing: A Framework for Analysis’, Journal of Marketing, Vol. 45, Fall 1981, pp. 30-37.

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