@book{5462,
	author = {Horovitz, Jacques,  and Zaratiegui, José Ramón.},
	title = {Los siete secretos del servicio al cliente / },
	publisher = {Prentice Hall, },
	year = {2000.},
	address = {Madrid : },
	edition = {Editora Adriana Gómez-Arnau.}
}