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![Cover for Michael D Johnson · Customer Retention in the Automotive Industry: Quality, Satisfaction and Loyalty (Paperback Book) [Softcover reprint of the original 1st ed. 1997 edition] (2012)](https://imusic.b-cdn.net/images/item/original/115/9783322845115.jpg?michael-d-johnson-2012-customer-retention-in-the-automotive-industry-quality-satisfaction-and-loyalty-paperback-book&class=scaled&v=1585264785)