Textbook Fundamentals of Service Systems
http://fundamentals-of-service-systems.org/emailform.php?id=wr5LLhM9NHOUSOYFFBQBZNECfO4jNCyvLrj6z1uwqhUS%2F%2FaTVtkImYzWiAcx0DOyQ18s6yvcZiIe6nJGGNWL4Fnyy1CSl7PKE4IFXmNMBoemzKtsC9suKJUnj8P%2FTDXFkzH5RoNq%2FHvV6la5xkTMOQ%3D%3D