@article{1419482,
      note = {Revised edition of the author's A complaint is a gift,  ©2008.},
      author = {Barlow, Janelle,},
      url = {http://library.usi.edu/record/1419482},
      title = {A complaint is a gift : how to learn from critical  feedback and recover customer loyalty /},
      recid = {1419482},
      pages = {1 online resource ( xi, 209 pages)},
}