@book{Zeithaml:2009,
  author = {Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.},
  interhash = {4cdcaf3a8686c48cf8cd6b441c84e315},
  intrahash = {2e9adfd39fddd1d5378cfce4916427f0},
  isbn = {978-0-07-126393-1},
  opac = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=207329109},
  publisher = {McGraw-Hill Boston [u.a.]},
  title = {Services marketing},
  url = {http://opac.bibliothek.uni-kassel.de/DB=1/PPN?PPN=207329109},
  year = 2009
}