@book{302782,
	author = {Hermel, Laurent and Louyat, Gérard},
	title = {Qualité de service},
	publisher = {Afnor},
	year = {2009},
	series = {100 questions pour comprendre et agir},
	address = {La Plaine Saint-Denis (Seine-Saint-Denis)},
	edition = {nouv. éd.}
}