@book{116016,
	author = {Bell, Chip R. and Zemke, Ron. and ebrary, Inc.},
	title = {Managing knock your socks off service},
	publisher = {AMACOM,},
	year = {c2007.},
	address = {New York :},
	edition = {2nd ed. /},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10196215}
}