@book{75161,
	author = {Lucas, Robert W.},
	title = {Customer service :},
	publisher = {Tata McGraw-Hill},
	year = {2012},
	address = {New Delhi},
	edition = {3rd ed},
	note = {Includes bibliographical references (p. 406-408) and index.},
	url = {http://www.loc.gov/catdir/description/mh051/2004044880.html}
}