@book{132297,
	author = {Mastracci, Sharon H., and Guy, Mary E. and ebrary, Inc.},
	title = {Emotional labor and crisis response},
	publisher = {M.E. Sharpe,},
	year = {2012.},
	address = {Armonk, N.Y. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10498103}
}