@book{57094,
	author = {Barlow, Janelle, and Stewart, Paul. and ebrary, Inc.},
	title = {Branded customer service},
	publisher = {Berrett-Koehler,},
	year = {2006.},
	address = {San Francisco, Calif. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10315365}
}