@book{9754,
	author = {Sterne, Jim.},
	title = {Customer Service on the Internet: building relationships, increasing loyalty, and staying competitive},
	publisher = {Wiley,},
	year = {2000.},
	address = {[S.l.] :},
	edition = {2nd ed.},
	url = {http://www.amazon.com/exec/obidos/ASIN/0471382582/chopaconline-20}
}