APA Style

Zeithami, V, A., Bitner, M, J. (2000). Services marketing: integrating customer focus across the firm . New York: Irwin McGraw-Hill.

MLA Style

Zeithami, Valarie, A., Bitner, Mary, Jo. "Services marketing: integrating customer focus across the firm". New York: Irwin McGraw-Hill, 2000. Text.