Zeithaml  <br/><br/>
Services marketing : integrating customer focus across the firm  
/ Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 4th ed.. 
 - Boston  McGraw-Hill  2006. 
 - xxvii, 708p.  ill.  26cm 
<br/><br/><label>ISBN: </label>0072961945  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Marketing<br/>Service industries--Marketing
<br/><br/><label>Dewey Class. No.: </label>658.8 ZEI 2006