@book{44714,
	author = {Hollins, Bill.},
	title = {Managing service operations /},
	publisher = {Sage Publications,},
	year = {2006.},
	address = {Thousand Oaks, CA :},
	edition = {1st ed.},
	url = {http://www.loc.gov/catdir/enhancements/fy0666/2006927097-t.html}
}