@article{1466057,
      note = {Includes index.},
      author = {Hill, Nigel, and MacDougall, Rob, and Brierley, John,},
      url = {http://library.usi.edu/record/1466057},
      title = {How to measure customer satisfaction /},
      recid = {1466057},
      pages = {1 online resource (161 pages).},
}