@book{40393,
	author = {Zeithaml, Valarie A. and Bitner, Mary Jo.},
	title = {Marketing de serviços :},
	publisher = {McGraw-Hill :},
	year = {2014.},
	address = {Porto Alegre :},
	edition = {6. ed.},
	note = {Título original: Services marketing : integrating customer focus across the firm.}
}