@book{13990,
	author = {FERNANDEZ FERNANDEZ, Samuel, and ESPAÑA},
	title = {Analizando la calidad de servicio :},
	publisher = {IMSERSO,},
	year = {1999},
	series = {Manuales y Guías},
	address = {Madrid :},
	note = {Tít. original: Looking at service Quality. Provider's Handbook California Departament of Development Services, 1996},
	url = {http://docpublicos.ccoo.es/cendoc/021413AnalizandoCalidadServicio.pdf}
}