@book{7228,
	author = {Serna Gómez, Humberto and Gómez, Jhon Jairo},
	title = {Servicio al cliente :},
	publisher = {3R Editores :},
	year = {2006.},
	series = {Temas gerenciales},
	address = {Bogotá :},
	edition = {3a. ed.}
}