@book{2074,
	author = {Schneider, Benjamin. and White, Susan S.},
	title = {Service quality :},
	publisher = {Sage Publications,},
	year = {c2004.},
	address = {Thousand Oaks, Calif. :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/toc/ecip045/2003014201.html}
}