@book{35103,
	author = {Vargas Quiñones, Martha Elena and Aldana de Vega, Luzángela},
	title = {Calidad y Servicio :},
	publisher = {Eco Ediciones,},
	year = {2011.},
	series = {Textos Universitarios Administración},
	address = {Bogotá :},
	edition = {2.}
}