@book{24134,
	author = {Zemke, Ron. and ebrary, Inc.},
	title = {Delivering knock your socks off service},
	publisher = {AMACOM ;},
	year = {2003.},
	series = {Performance research associates},
	address = {New York :},
	edition = {3rd ed.},
	note = {Rev. ed. of: Delivering knock your socks off service / Kristin Anderson, Ron Zemke, 1998.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10020625}
}