?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Abook&rft.au=Sia+%2C+Mal+Kong&rft.aulast=Sia+&rft.aufirst=Mal+Kong&rft.date=2012&rft.title=Classifying+Quality+Attributes+Using+Service+Gaps+and+Kano's+Method&rft.genre=proceeding