@book{5218,
	author = {Stauss, Bernd. and Seidel, Wolfgang,},
	title = {Complaint management :},
	publisher = {Thompson/South-Western,},
	year = {c2004.},
	address = {Cincinnati :},
	edition = {1st ed.},
	note = {"American Marketing Association."},
	url = {http://www.loc.gov/catdir/toc/ecip051/2004022189.html}
}