@book{20367,
	author = {Khandpur, Navtej and Laub, Lori},
	title = {Delivering world-class technical support /},
	publisher = {Wiley,},
	year = {c1997},
	address = {New York :},
	note = {"Wiley Computer Publishing."},
	url = {http://www.loc.gov/catdir/toc/onix03/96034367.html}
}