@book{11764,
	author = {Pang, Sauming.},
	title = {Successful service design for telecommunications : a comprehensive guide to design and implementation },
	publisher = {John Wiley & Sons,},
	year = {2009.},
	address = {Hoboken, NJ :},
	url = {http://www.loc.gov/catdir/toc/ecip0825/2008034405.html}
}