Gaya APA

ZEITHAML, V, A., BITNER, M, J. (2003). Services marketing : intetgrating customer focus across the firm . Boston: McGraw-Hill.

Gaya MLA

ZEITHAML, Valarie, A.., BITNER, Mary, Jo.. "Services marketing : intetgrating customer focus across the firm". Boston: McGraw-Hill, 2003. Text.