Best Books of the Month Shop Costumes Learn more nav_sap_plcc_6M_fly_beacon $5 Albums All-New Amazon Fire TV Grocery New Kitchen Scale from AmazonBasics Amazon Gift Card Offer gdwf gdwf gdwf  Amazon Echo Starting at $49.99 Kindle Voyage Shop Now Halloween

Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone
  • Android

To get the free app, enter your email address or mobile phone number.

Buy Used
Condition: Used: Good
Comment: Eligible for FREE Super Saving Shipping! Fast Amazon shipping plus a hassle free return policy mean your satisfaction is guaranteed! Good readable copy. Worn edges and covers and may have small creases. The cover may have wear and if there is a dustjacket, it may have normal wear. There may be light writing or highlighting. All pages are present and item is in good condition.
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See this image

The Quest for Loyalty: Creating Value Through Partnerships (Harvard Business Review Book) Hardcover – November 1, 1996

2 customer reviews

See all formats and editions Hide other formats and editions
Amazon Price
New from Used from
Hardcover, November 1, 1996
"Please retry"
$0.01 $0.04

Best Books of the Month
See the Best Books of the Month
Want to know our Editors' picks for the best books of the month? Browse Best Books of the Month, featuring our favorite new books in more than a dozen categories.

Editorial Reviews

From Booklist

As U.S. consumers are turning inward to rediscover spiritual values, major U.S. corporations seem to be undertaking a similar journey in quest of old-fashioned virtues. Banished to a production process is the once-golden concept of reengineering; in its place stand the issues of loyalty and, yes, trust, both within and without the organization. Consultant Reichheld edits a distinguished collection of well-considered essays by some of the world's best business thinkers. Philosopher Charles Handy, for instance, speaks simply yet elegantly of trust, pulling case histories from both homespun and sophisticated business lives. Sir Colin Marshall, CEO of British Airways, explains in interview format exactly why his airline, alone among all the competition, enjoys profits year after year. Accepting customer loyalty blindly is no longer enough, most agree; what must be added are intelligent evaluations, valuable services, and an organization-wide understanding of what each customer means in dollars and cents and in impact. Barbara Jacobs


Amazon Register Amazon Register

Product Details

  • Series: Harvard Business Review Book
  • Hardcover: 278 pages
  • Publisher: Harvard Business Review Press (November 1, 1996)
  • Language: English
  • ISBN-10: 0875847455
  • ISBN-13: 978-0875847450
  • Product Dimensions: 9.5 x 6.4 x 1.1 inches
  • Shipping Weight: 1.4 pounds
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Best Sellers Rank: #4,423,783 in Books (See Top 100 in Books)

Customer Reviews

5 star
4 star
3 star
2 star
1 star
See both customer reviews
Share your thoughts with other customers

Most Helpful Customer Reviews

4 of 6 people found the following review helpful By on February 18, 1998
This book is great. We read it in the management team in our company. It gave focus to our customer satisfaction strategy. It is easy to read, and the examples given are very appropiated.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
Collection of essays from the leader in modern loyalty research from the early 90s. Probably best seen as a supplement to his major work, The Loyalty Effect. There is also an HBR article that summarises his argument. The examples will be dated but the case remains strong
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
Want to discover more products? Check out these pages to see more: quality management, customer, book marketing