Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Pandit, A. (2012). Services Marketing: Integrating Customer Focus Across the Firm (5th ed.). Tata McGraw Hill Education Pvt. Ltd.
Citação norma ChicagoZeithaml, Valarie A., Mary Jo Bitner, Dwayne D. Gremler, and Ajay Pandit. Services Marketing: Integrating Customer Focus Across the Firm. 5th ed. New Delhi: Tata McGraw Hill Education Pvt. Ltd, 2012.
Citação norma MLAZeithaml, Valarie A., et al. Services Marketing: Integrating Customer Focus Across the Firm. 5th ed. Tata McGraw Hill Education Pvt. Ltd, 2012.
Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.