@article {22936,
	title = {花旗永远不睡觉},
	journal = {商务周刊},
	year = {2002},
	pages = {65},
	abstract = {企业不理睬顾客的呼声,通常只会有一个原因{\textemdash}{\textemdash}它并不是真正的企业。我想不通的是,银行有这么多的员工,为什么过节时却还没有人为我服务},
	keywords = {银行;金融机构;顾客;},
	isbn = {1009-4865},
	author = {胡泳}
}
