@book{7962,
	author = {Lovelock, Christopher},
	title = {Services marketing : people, technology, strategy / Christopher Lovelock.},
	publisher = {Upper Sanddle River, NJ : Prentice Hall, c2001},
	address = {Upper Sanddle River, NJ : Prentice Hall, c2001},
	edition = {4th ed.}
}