@book{36256,
	author = {Fitzsimmons, James A. and Fitzsimmons, Mona J.},
	title = {Administração de serviços },
	publisher = {AMGH,},
	year = {2014.},
	address = {Porto Alegre :},
	edition = {7. ed. -},
	note = {Título original: Service management : operations, strategy, information technology}
}