@book{207901,
	author = {Inghilleri, Leonardo. and Solomon, Micah. and ebrary, Inc.},
	title = {Exceptional service, exceptional profit},
	publisher = {American Management Association,},
	year = {2010.},
	address = {New York :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10382988}
}