@book{98044,
	author = {Kandampully, Jay,},
	title = {Service management :},
	publisher = {Springer,},
	year = {2012},
	address = {New York :},
	url = {https://ebookcentral-proquest-com.libraryumpsa.idm.oclc.org/lib/kuktemlib-ebooks/detail.action?docID=884281&query=9781461415541}
}