@book{56130,
	author = {Juran, J. M. and Juran, J. M. and ebrary, Inc.},
	title = {Quality in the travel and hospitality industries},
	publisher = {McGraw-Hill,},
	year = {c2001.},
	series = {Juran's quality handbook, 5e. section 30},
	address = {[New York] :},
	url = {http://site.ebrary.com/lib/strathmore/Doc?id=5003214}
}