@book{23973,
	author = {Hoffman, K. Douglas and Bateson, John E. G.},
	title = {Essentials of services marketing : concepts, strategies and cases / by K. Douglas Hoffman and John E. G. Bateson},
	publisher = {Thomson Sourth-Western},
	year = {2002},
	address = {Bangalore},
	edition = {2nd ed.}
}