APA Style

A, Z, V., BITNER, M, J. (2000). SERVICE MARKETING : Integrating Customer Focus Across the Firm . USA: McGraw-Hill Companies.

MLA Style

A, Zeithaml, Valarie., BITNER, MARY, JO. "SERVICE MARKETING : Integrating Customer Focus Across the Firm". USA: McGraw-Hill Companies, 2000. Text.