Palmer  <br/><br/>
Principles of services marketing  
/ Adrian Palmer. 
 - 4th ed.. 
 - London  McGraw-Hill  2005. 
 - xi, 575p.  ill.  25cm 
<br/><br/> Includes index p.553 - 575 
<br/><br/><label>ISBN: </label>0077107942  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Marketing<br/>Service industries--Marketing
<br/><br/><label>Dewey Class. No.: </label>658.502 PAL 2005