@book{2939,
	author = {Horovitz, JacquesJurgens Panak, Michele},
	title = {Serie Mcgraw-Hill. Servicio al cliente.La satisfacción total del cliente.Tomo 4},
	publisher = {McGraw-Hill / Interamericana},
	year = {1994},
	address = {Santafé de Bogotá },
	edition = {1ª }
}