@book{2359,
	author = {Wellington, Patricia.},
	title = {Effective customer care /},
	publisher = {Kogan Page,},
	year = {c2010.},
	series = {Creating success},
	address = {London ;},
	note = {At head of title: The Sunday Times.},
	url = {http://www.loc.gov/catdir/enhancements/fy1105/2009050536-b.html}
}