@book{141205,
	author = {Swartz, Teresa A.},
	title = {Handbook of services marketing & management /},
	publisher = {Sage Publications,},
	year = {c2000.},
	address = {Thousand Oaks :},
	url = {http://www.loc.gov/catdir/enhancements/fy0656/99006902-d.html}
}