@book{4660,
	author = {PICAZO MANRIQUEZ, LUIS RUBEN. and MARTINEZ VILLEGAS, FABIAN.},
	title = {INGENIERIA DE SERVICIOS PARA CREAR CLIENTES  SATISFECHOS Y LOGRAR .../ },
	publisher = {MCGRAW-HILL},
	year = {1991},
	address = {MEXICO: },
	note = {BIBLIOGRAFIA: P. 247-254.}
}