@book{283,
	author = {Harris, Elaine K. and  Elaine K. Harris.},
	title = {Customer Service : },
	publisher = {Pearson Prentice Hall, },
	year = { c2010.},
	address = {Upper Saddle River, N.J. : },
	edition = {5th ed.},
	note = { Includes index.}
}