@incollection{Batson20,
author = {Robert G. Batson},
title = {A Service Management Metric with Origin in Plant Management},
booktitle = {Concepts, Applications and Emerging Opportunities in Industrial Engineering},
publisher = {IntechOpen},
address = {Rijeka},
year = {2020},
editor = {Gary Moynihan},
chapter = {4},
doi = {10.5772/intechopen.93139},
url = {https://doi.org/10.5772/intechopen.93139}
}