@article{1467533,
      note = {Includes index.},
      author = {Cianfrani, Charles A., and West, John E.,},
      url = {http://library.usi.edu/record/1467533},
      title = {Cracking the case of ISO 9001:2015 for service : a simple  guide to implementing quality management in service  organizations /},
      recid = {1467533},
      pages = {1 online resource (297 pages) :},
}