@book{141213,
	author = {Bell, Chip R. and Zemke, Ron.},
	title = {Managing knock your socks off service /},
	publisher = {AMACOM,},
	year = {c1992.},
	address = {New York :},
	url = {http://lcweb.loc.gov/catdir/toc/91-48064.html}
}