@book{40264,
	author = {Milakovich, Michael E.},
	title = {Improving service quality in the global economy :},
	publisher = {Auerbach Publications,},
	year = {2006.},
	address = {Boca Raton, FL :},
	edition = {2nd ed.},
	note = {Rev. ed. of: Improving service quality. 1995.},
	url = {http://www.loc.gov/catdir/toc/fy0601/2005043912.html}
}