@book{140895,
	author = {Waddams Price, Catherine and Brigham, Bitten},
	title = {Service quality in regulated monopolies},
	publisher = {University of East Anglia},
	year = {2002},
	address = {Norwich},
	note = {Navegadores de Internet ; Adobe Acrobat (PDF)},
	url = {http://www.ccr.uea.ac.uk/workingpapers/ccr02-4.pdf}
}