@book{35176,
	author = {Pelletier, Ray,},
	title = {It's all about service :},
	publisher = {John Wiley & Sons, Inc.,},
	year = {c2005.},
	address = {Hoboken, N.J. :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/toc/ecip054/2004027960.html}
}