@book{81186,
	author = {Cody, Steven. and Harte, Richard. and ebrary, Inc.},
	title = {What's keeping your customers up at night?},
	publisher = {McGraw-Hill,},
	year = {c2003.},
	address = {New York :},
	url = {http://site.ebrary.com/lib/strathmore/Doc?id=10040271}
}