@book{6146,
	author = {Dutka, Alan and Mazia, Ana Silvia},
	title = {Manual de AMA para la satisfacción del cliente},
	publisher = {Granica},
	year = {1994},
	address = {Buenos Aires :},
	url = {https://biblioeco.unsa.edu.ar/pmb/images/libros/L128724.jpg}
}