@inbook{1150323257,
author={James Merlino},
title={We Have a Responsibility to Lead},
booktitle={Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way},
publisher={McGraw-Hill Education},
address={New York, NY},
year={2018},
url={accessmedicine.mhmedical.com/content.aspx?aid=1150323257}
}