@book{231932,
	author = {Hearit, Keith Michael. and ProQuest (Firm)},
	title = {Crisis management by apology},
	publisher = {Lawrence Erlbaum Associates,},
	year = {c2006.},
	series = {LEA's communication series},
	address = {Mahwah, N.J. :},
	url = {https://ebookcentral.proquest.com/lib/kuct-ebooks/detail.action?docID=261407}
}