@article {RN136,
	title = {Response-to-Complaint Letter as a Rhetorical Genre},
	journal = {IEEE Transactions on Professional Communication},
	volume = {53},
	number = {2},
	year = {2010},
	pages = {158-163},
	doi = {10.1109/TPC.2010.2046089},
	url = {http://ieeexplore.ieee.org/xpl/articleDetails.jsp?arnumber=5467313},
	author = {Schaefer, K. A.}
}
