@article{MEERMANLELLEKSERBIN2014,
  author    = {A. MEERMAN and V. LELLEK and D. SERBIN},
  title     = {The Path to Excellence; integrating customer satisfaction in productivity measurement in Facility Management},
  journal   = {EuroFM Journal. International Journal of Facilities Management. Research Papers, Advancing knowledge in Facilities Management. Promoting Innovation in FM, March 2014},
  pages     = {201 -- 211},
  year      = {2014},
}