@book{6788,
	author = {Albrecht, Karl and Zemche, Ron},
	title = {Gerencia del servicio :},
	publisher = {3R Editores},
	year = {2004.},
	series = {Temas gerenciales},
	address = {Bogotá :},
	edition = {2a. ed.},
	note = {Título original : service America-Doing Business in the new Economy}
}