@inbook{inbookcddee029,
title   = {Innovation in services: the case of Fleury - a diagnostic medical center},
author = {Vasconcellos, Eduardo and Guedes, Liliana Vasconcellos and Franco, Rendrik and Maeda, Patricia Yumi and Guedes, Luís F. A and Bruno, Marcos C.},
year = {2014},
publisher = {Springer},
journal   = {Managing consumer services : factory or theater?}
}