@book{6249,
	author = {Dutka, Alan F.},
	title = {The voice of the customer},
	publisher = {Henry Stewart Talks,},
	year = {2008.},
	series = {Improving the customer experience : satisfaction, perceived value and loyalty},
	address = {London :},
	note = {Animated audio-visual presentations with synchronized narration.},
	url = {http://hstalks.com/lib.php?t=HST50.1749&c=250}
}