@book{4221,
	author = {Pang, Sauming. and ebrary, Inc.},
	title = {Successful service design for telecommunications},
	publisher = {John Wiley & Sons,},
	year = {2009.},
	address = {Chichester, U.K. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10278188}
}