@book{2118,
	author = {Lucas, Robert W.},
	title = {Customer service :},
	publisher = {McGraw-Hill,},
	year = {c2009.},
	address = {Boston :},
	edition = {4th ed.},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/enhancements/fy0806/2007045960-d.html}
}