@article{160748,
      author = {Smith, Kitty,},
      url = {http://library.usi.edu/record/160748},
      title = {Serving the difficult customer : a how-to-do-it manual for  library staff /},
      publisher = {Neal-Schuman Publishers,},
      recid = {160748},
      pages = {x, 166 p. :},
      address = {New York :},
      year = {1994},
}