@book{29731,
	author = {Seybold, Patricia B. and Lewis, Jeffrey M.},
	title = {The customer revolution },
	publisher = {Crown Business },
	year = {c2001.},
	address = {New York},
	note = {Incluye índice.},
	url = {http://catdir.loc.gov/catdir/bios/random052/00065929.html}
}