@book{24051,
	author = {Shuman, Jeffrey C., and Twombly, Janice. and ebrary, Inc.},
	title = {Everyone is a customer},
	publisher = {Dearborn Trade Publishing,},
	year = {2002.},
	address = {[Chicago, IL] :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10019132}
}