@inbook{1150193675,
author={Joseph A. Michelli},
title={Appendix B},
booktitle={Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System},
publisher={McGraw-Hill Education},
address={New York, NY},
year={2018},
url={accessmedicine.mhmedical.com/content.aspx?aid=1150193675}
}