The lifebelt :
the definitive guide to managing customer retention /
John A. Murphy.

APA Citation

Murphy, J. A. (1996). The lifebelt: the definitive guide to managing customer retention. Chichester: Wiley.

MLA Citation

Murphy, John A. The Lifebelt: the Definitive Guide to Managing Customer Retention. Chichester: Wiley, 1996.

Warning: These citations may not always be complete (especially for serials).