@book{310423,
	author = {Mohd. Khirzanbadzli A. Rahman},
	title = {The Effect of Soft and Extreme Action in Public Complaint Behaviour on Satisfaction with Complaint Handling },
	publisher = {International Review of Management and Marketing},
	url = {http://www.econjournals.com/index.php/irmm/issue/view/91}
}