@book{47253,
	author = {Seth, Rakesh, and Seth, Kirti,},
	title = {Creating customer delight :},
	publisher = {Response Books,},
	year = {c2005.},
	address = {New Delhi ; Thousand Oaks, Calif. :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/toc/ecip057/2005002411.html}
}