?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.au=Sia+%2C+Mal+Kong&rft.aulast=Sia+&rft.aufirst=Mal+Kong&rft.issue=2&rft.volume=23&rft.date=2011&rft.atitle=Using+service+gaps+to+classify+quality+attributes&rft.title=The+TQM+Journal&rft.pages=145-163&rft.genre=article