@book{151040,
	author = {Hopson, Barrie, and Scally, Michael.},
	title = {12 pasos para el éxito brindando servicio},
	publisher = {Ediciones Macchi},
	year = {1993 printing.},
	series = {Colección de management},
	address = {Buenos Aires},
	note = {Translation of: 12 steps to success through service.}
}