@book{42069,
	author = {Gross, T. Scott. and ebrary, Inc.},
	title = {When customers talk},
	publisher = {Dearborn Trade Pub.,},
	year = {c2005.},
	address = {Chicago, IL :},
	note = {Includes index.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10069582}
}