@book{1262,
	author = {Stevens, Debra. and Leiva Gómez, Myrna },
	title = {Tips efectivos para el servicio al cliente /},
	publisher = {Editorial Trillas,},
	year = {2012.},
	series = {Tips efectivos},
	address = {México, D.F. :},
	edition = {1a. ed.},
	note = {Translation of: Brilliant customer service. Harlow : Pearson Education, 2010.}
}