@book{45542,
	author = {Scott, Dru. and ebrary, Inc.},
	title = {Customer satisfaction},
	publisher = {Crisp Publications,},
	year = {c2000.},
	series = {A fifty-minute series book},
	address = {Menlo Park, Calif. :},
	edition = {3rd ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10060449}
}