@book{2395,
	author = {Gerson, Richard F. and ebrary, Inc.},
	title = {Measuring customer satisfaction. /},
	publisher = {Kogan Page,},
	year = {c1993.},
	series = {Fifty-Minute series},
	address = {Menlo Park, Calif. :},
	url = {http://www.columbia.edu/cgi-bin/cul/resolve?clio5386881}
}