?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Abook&rft.au=Ray%2C+Alison&rft.aulast=Ray&rft.aufirst=Alison&rft.date=May+2014&rft.title=SFX+Feedback%3A+a+decade+of+evolving+customer+service+at+UC+&rft.genre=proceeding