@book{343631,
	author = {Wright.},
	title = {Management of service operations /},
	publisher = {Thomson Learning,},
	year = {1999.},
	address = {[S.l.] :},
	note = {Paperback.},
	url = {http://www.amazon.com/exec/obidos/ASIN/0826459692/chopaconline-20}
}