@book{75335,
	author = {Chang, C. M.},
	title = {Achieving service excellence :},
	publisher = {Business Expert Press,},
	year = {2014.},
	series = {Service systems and innovations in business and society collection,},
	address = {New York, New York (222 East 46th Street, New York, NY 10017) :},
	edition = {First edition.},
	note = {Part of: 2013 digital library.},
	url = {http://portal.igpublish.com/iglibrary/search/BEPB0000206.html}
}