@book{4744,
	author = {Griffin, Jill. and Lowenstein, Michael W., and ebrary, Inc.},
	title = {Customer winback},
	publisher = {Jossey-Bass,},
	year = {c2001.},
	series = {The Jossey-Bass business & management series},
	address = {San Francisco :},
	edition = {1st ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10001742}
}