@book{21430,
	author = {Edvardsson, Bo, and ebrary, Inc.},
	title = {Involving customers in new service development},
	publisher = {Imperial College Press ;},
	year = {c2006.},
	series = {Series on technology management ;},
	address = {London :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10699098}
}