@book{141190,
	author = {Barsky, Jonathan D.},
	title = {World-class customer satisfaction /},
	publisher = {Irwin Professional,},
	year = {c1995.},
	address = {Burr Ridge, Ill. :},
	url = {http://www.loc.gov/catdir/enhancements/fy1012/94018563-b.html}
}