@book{2746,
	author = {Shaw, Colin, and Ivens, John.},
	title = {Building great customer experiences /},
	publisher = {Palgrave,},
	year = {2002.},
	address = {Houndmills, Basingstoke, Hampshire ;},
	url = {http://www.loc.gov/catdir/bios/hol051/2002071471.html}
}