@book{516,
	author = {Barlow, Janelle, and Stewart, Paul,},
	title = {Branded customer service :},
	publisher = {Tata McGraw-Hill Publishing Company Limited,},
	year = {c2004.},
	address = {New Delhi :},
	edition = {1st ed.},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/enhancements/fy0715/2004047605-d.html}
}