@book{189080,
	author = {Ramachandra, K. and Chandrashekara, B. and ebrary, Inc.},
	title = {Services management},
	publisher = {Himalaya Pub. House,},
	year = {2010.},
	address = {Mumbai [India] :},
	edition = {Rev. ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10415572}
}