@book{134383,
	author = {Botten, Neil. and McManus, John.},
	title = {Competitive strategies for service organisations /},
	publisher = {Macmillan Press Ltd.,},
	year = {1999.},
	address = {Houndsmills :},
	edition = {1st Ichor Business Books ed.},
	note = {Includes index.}
}