@book{51198,
	author = {Hayes, Bob E.},
	title = {Measuring customer satisfaction and loyalty :},
	publisher = {ASQ Quality Press,},
	year = {2008},
	address = {Milwaukee, Wis. :},
	edition = {3rd ed.},
	url = {http://www.loc.gov/catdir/toc/ecip0818/2008020729.html}
}