@Book{Zeithaml2004,
  Title                    = {Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series)},
  Author                   = {Zeithaml, Valarie A. and Parasuraman, A.},
  ISBN                     = {978-0965711432},
  Language                 = {english},
  Pages                 = {86},
  Publisher                = {Marketing Science Institute},
  Year                     = {2004},
  __markedentry            = {[Владимир:]},
  Owner                    = {Владимир},
  Timestamp                = {2012.03.14}
}

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