@book{2937,
	author = {Horovitz, Jacques},
	title = {Serie Mcgraw-Hill. Servicio al cliente.La calidad del servicio. A la conquistadel cliente. Tomo 3},
	publisher = {McGraw-Hill / Interamericana},
	year = {1994},
	address = {Santafé de Bogotá },
	edition = {1ª }
}