Textbook Fundamentals of Service Systems
http://fundamentals-of-service-systems.org/emailform.php?id=8M6qCO5phJMRHWOOOPZKex5NQvq1qha0xVUi0vZ6PqGbAXZnfcUU%2B7S%2F2ha04BJy6dWQpZc6R8eZxECnuJmP4vAeXdVDrHPco3XHWST0kI0oUaKrrYZK52ULOESbEz53%2Fme01ISBf7hlhjzmmAhK5g%3D%3D