@book{256562,
	author = {Kador, John. and ProQuest (Firm)},
	title = {Effective apology},
	publisher = {Berrett-Koehler Publishers,},
	year = {2009.},
	series = {A BK business book},
	address = {San Francisco :},
	edition = {1st ed.},
	url = {https://ebookcentral.proquest.com/lib/kuct-ebooks/detail.action?docID=483752}
}