@book{89500,
	author = {Gross, T. Scott. and ebrary, Inc.},
	title = {Positively outrageous service},
	publisher = {Dearborn Trade,},
	year = {2004.},
	address = {Chicago :},
	edition = {2nd ed.},
	note = {Includes index.},
	url = {http://site.ebrary.com/lib/strathmore/Doc?id=10062699}
}