@book{2047,
	author = {Metters, Richard. and King-Metters, Kathryn.},
	title = {Successful service operations management /},
	publisher = {South-Western,},
	year = {c2003.},
	address = {Mason, OH :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/enhancements/fy1505/2002073424-t.html}
}