@book{ BA28335519,
 author = "Zeithaml, Valarie A. and Bitner, Mary Jo",
 title = "Services marketing",
 publisher = "McGraw Hill",
 year = "1996",
 series = "McGraw-Hill series in marketing",
 number = "",
 URL = "https://ci.nii.ac.jp/ncid/BA28335519"
}
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