@book{480588,
	author = {Hollins, Bill. and Shinkins, Sadie. and Sage eBooks},
	title = {Managing service operations},
	publisher = {SAGE,},
	year = {2006.},
	address = {London :},
	url = {http://ezproxy.alfaisal.edu/login?url=http://sk.sagepub.com/books/managing-service-operations}
}