@book{198659,
	author = {Zeithaml, Valarie A. and Bitner, Mary Jo.},
	title = {Services marketing},
	publisher = {Irwin/McGraw-Hill},
	year = {c2000.},
	address = {Boston},
	edition = {2nd ed.},
	url = {http://www.loc.gov/catdir/bios/mh042/99029464.html}
}