@book{216628,
	author = {Performance Associates, Inc. and ebrary, Inc.},
	title = {Delivering knock your socks off service},
	publisher = {AMACOM, American Management Association,},
	year = {c2007.},
	address = {New York :},
	edition = {4th ed.},
	note = {Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10196169}
}