TY  - BOOK
AU  - Zeithaml, Valarie A. 
TI  - Services marketing 
SN  - 0070782504
U1  - 658.8 ZEI 1996 
PY  - 1996///
CY  - New York
PB  - McGraw Hill
KW  - Customer services
KW  - Service industries
KW  - Marketing
ER  -