@book{27152,
	author = {Vargas Quiñones, Martha Elena. and Aldana de Vega, Luz Angela,},
	title = {Calidad y servicio :},
	publisher = {Universidad de la Sabana :},
	year = {2007.},
	address = {Bogotá :},
	note = {Incluye Glosario : p. 125-145.}
}