Textbook Fundamentals of Service Systems
http://fundamentals-of-service-systems.org/emailform.php?id=PbrAPZkpWMJ7iOuseqBpO4lSIX9TC3GrDPUGiJ%2FGDVUgeuwDNmn35h4Q1EwKN%2BKOSlIOh%2BrFrY5fIXS4K2w4w1dgAfV2yUhDVY4tEpQHz%2BPLW9mLM%2FTMbel5exoTwT8KnUntPu%2BbyfPf1VgOeyRTDQ%3D%3D