@inbook{inbook, title = {{Service delivery – an integrative framework}}, url = {{}}, year = {{2015}}, month = {{1}}, author = {{Gurtoo A and Williams C}}, doi = {{10.1007/978-81-322-2160-9_17}}, isbn = {{9788132221609}}, pages = {{271-287}}, note = {{Accessed on 2024/12/22}}}