@book{50755,
	author = {Zeithmal, Valarie A. and Bitner, Mary Jo.},
	title = {Services marketing :},
	publisher = {McGraw-Hill Irwin,},
	year = {c2009},
	address = {Boston :},
	edition = {5th ed.},
	url = {http://www.loc.gov/catdir/enhancements/fy0808/2008003660-b.html}
}