@book{171604,
	author = {Kandampully, Jay. and ebrary, Inc.},
	title = {New service paradigms},
	publisher = {Emerald Group Pub.,},
	year = {2004.},
	series = {Managing service quality ;},
	address = {[Bradford, England] :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10058588}
}