@book{163082,
	author = {Kador, John. and ebrary, Inc.},
	title = {Effective apology},
	publisher = {Berrett-Koehler Publishers,},
	year = {2009.},
	series = {A BK business book},
	address = {San Francisco :},
	edition = {1st ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10315417}
}