@article{397712,
      recid = {397712},
      author = {Evardsson, Bo. and Gustafsson, Anders.},
      title = {QUIS 9 symposium: service excellence in management /},
      publisher = {Emerald Group Publishing,},
      address = {Bradford, England :},
      pages = {91 p.},
      year = {2005},
      url = {http://library.usi.edu/record/397712},
}