APA Style

Reichheld, F, F., Teal, T. (1996). The Loyalty Effect : The Hidden Force Behind Growth, Profits, and Lasting Value . Boston: Harvard Business School Press.

MLA Style

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