@book{23735,
	author = {Barlow, Janelle, and Stewart, Paul,},
	title = {Branded customer service:},
	publisher = {Berrett-Koehler,},
	year = {c2004.},
	address = {San Francisco, CA :},
	edition = {1st ed.},
	url = {http://www.loc.gov/catdir/enhancements/fy0715/2004047605-d.html}
}