{"isbn_13": ["9780787953102"], "physical_format": "Hardcover", "subtitle": "An Integrated Measurement and Management System", "weight": "14.4 ounces", "languages": [{"key": "/l/eng"}], "publishers": ["Jossey-Bass"], "number_of_pages": 144, "last_modified": {"type": "/type/datetime", "value": "2008-04-29 15:03:11.581851"}, "id": 11039267, "first_sentence": {"type": "/type/text", "value": "Every company must be able to satisfy and retain customers."}, "isbn_10": ["0787953105"], "publish_date": "August 1, 2000", "key": "/b/OL8148435M", "authors": [{"key": "/a/OL2816675A"}, {"key": "/a/OL1469477A"}], "title": "Improving Customer Satisfaction, Loyalty, and Profit ", "type": {"key": "/type/edition"}, "subjects": ["Customer services", "Management - Generalbt_academic_subjectManagement", "Customer Service", "Management", "Business & Economics", "Business / Economics / Finance", "Management - General", "Business/Economics", "Customer loyalty", "Advertising & Promotion", "Marketing - General", "Business & Economics / Customer Service", "Business & Economics / Marketing / General", "Business & Economics-Advertising & Promotion", "Business & Economics-Customer Service", "Consumer satisfaction", "Customer relations"], "physical_dimensions": "8.8 x 6.2 x 1 inches", "revision": 1}