@incollection{WaC09f,
  address = {Thousand Oaks},
  author = {Wagner, R.},
  booktitle = {{E}ncyclopedia of {B}usiness in {T}oday's {W}orld},
  edition = 2,
  editor = {Wankel, Charles},
  interhash = {dae0f29dbc27d929c22dcad55fa8574d},
  intrahash = {123db0acd43aeb543b0129c96163f26b},
  pages = {1431-1433},
  publisher = {Sage},
  title = {{S}ervice {L}evel},
  year = 2009
}