@book{55806,
	author = {Cook, Sarah,},
	title = {Customer care excellence :},
	publisher = {Kogan Page,},
	year = {2008.},
	address = {London ;},
	edition = {5th ed., Fully updated.},
	url = {http://www.loc.gov/catdir/enhancements/fy0835/2007038701-t.html}
}