@article{175381,
      author = {Zemke, Ron.},
      url = {http://library.usi.edu/record/175381},
      title = {Service recovery : fixing broken customers /},
      publisher = {Productivity Press,},
      recid = {175381},
      pages = {x, 63 p. :},
      address = {Portland, Or. :},
      year = {1995},
}