@book{9810,
	author = {Engel, Beverly.},
	title = {The power of apology /},
	publisher = {john Wiley,},
	year = {2001.},
	address = {New York :},
	edition = {1st ed.},
	url = {http://www.amazon.com/exec/obidos/ASIN/0471218928/chopaconline-20}
}