@article{401222,
      url = {http://library.usi.edu/record/401222},
      title = {International journal of service industry management.,  Volume 18, Number 5,: Interdisciplinary insights on service  activities [electronic resource].},
      publisher = {Emerald,},
      recid = {401222},
      pages = {p. 447-554 :},
      address = {[Bradford, England] :},
      year = {2007},
}