@misc{misc25621df2,
title   = {Princípios de marketing de serviços: conceitos, estratégias, casos},
author = {Hoffman, K. Douglas and Bateson, John E. G and Ikeda, Ana Akemi and Campomar, Marcos Cortez and Veloso, Andres Rodriguez},
year = {2010},
publisher = {Cengage Learning}
}