@book{481198,
	author = {Gilmore, Audrey. and Sage eBooks},
	title = {Services, marketing and management},
	publisher = {SAGE,},
	year = {c2003.},
	address = {London :},
	url = {http://ezproxy.alfaisal.edu/login?url=http://sk.sagepub.com/books/services-marketing-and-management}
}