@book{34648,
	author = {Colombo, George W.},
	title = {Killer customer care :},
	publisher = {Entrepreneur Media,},
	year = {c2003.},
	address = {Irvine, CA :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/description/mh051/2003049406.html}
}