@book{798,
	author = {Zeithaml, Valarie A. and Bitner, Mary Jo.},
	title = {Services marketing :integrating customer focus across the firm. /},
	publisher = {McGraw-Hill/Irwin,},
	year = {c2006.},
	address = {Boston :},
	edition = {4th ed.},
	url = {http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html}
}