@book{8741,
	author = {Zeithaml, Valarie A.},
	title = {Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner.},
	publisher = {Boston, Mass. : McGraw-Hill, 2003.},
	address = {Boston, Mass. : McGraw-Hill, 2003.},
	edition = {2nd ed.}
}