@book{2832,
	author = {Lucas, Robert W.},
	title = {Customer service :},
	publisher = {Glencoe/McGraw-Hill,},
	year = {c2002.},
	address = {New York :},
	note = {2nd ed.},
	url = {http://www.loc.gov/catdir/description/mh031/00059614.html}
}