@article{332434,
      author = {Yellin, Emily,},
      url = {http://library.usi.edu/record/332434},
      title = {Your call is (not that) important to us : customer service  and what it reveals about our world and our lives /},
      publisher = {Free Press,},
      recid = {332434},
      pages = {291 p. ;},
      address = {New York :},
      year = {2009},
}