@book { ServiceQualityMeasurementIssuesandPerspectives,
    title = "Service Quality Measurement: Issues and Perspectives",
    author = "Lewlyn L. R. {Rodrigues}",
    year = "2013",
    publisher = "Anchor Academic Publishing",
    address = "Hamburg, Germany",
    url = "https://m.anchor-publishing.com/document/287380"
}