@book{35779,
	author = {Riveros Silva, Pablo Emilio.},
	title = {Sistema de gestion de calidad del servicio :},
	publisher = {Ecoe Ediciones,},
	year = {2007.},
	series = {Textos universitarios. Administración},
	address = {Bogotá :},
	edition = {3a ed.}
}