@book{368,
	author = {Colombo, George W. and ebrary, Inc.},
	title = {Capturing customers.com},
	publisher = {Career Press,},
	year = {c2001.},
	address = {Franklin Lakes, NJ :},
	note = {Includes index.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10007010}
}