@book{81130,
	author = {Whalley, Andy. and Headon, Ian. and ebrary, Inc.},
	title = {Obtaining and retaining customers},
	publisher = {Scitech,},
	year = {2001.},
	series = {Universal manager},
	address = {Kent, C.T. :},
	url = {http://site.ebrary.com/lib/strathmore/Doc?id=10040395}
}