@book{169521,
	author = {Davis, Mark. and ebrary, Inc.},
	title = {The impact of technology on services},
	publisher = {Emerald Group Publishing,},
	year = {c2002.},
	series = {International journal of service industry management ;},
	address = {Bradford, England :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10052834}
}