@article{406862,
      author = {Kador, John.},
      url = {http://library.usi.edu/record/406862},
      title = {Effective apology: mending fences, building bridges, and  restoring trust /},
      publisher = {Berrett-Koehler Publishers,},
      recid = {406862},
      pages = {273 p.},
      address = {San Francisco :},
      year = {2009},
}