@book{41070,
	author = {Hearit, Keith Michael.},
	title = {Crisis management by apology :},
	publisher = {Lawrence Erlbaum Associates,},
	year = {c2006.},
	address = {Mahwah, N.J. :},
	url = {http://www.loc.gov/catdir/toc/fy055/2005040114.html}
}