Zeithaml, Valarie A.  <br/><br/>
Services marketing : integrating customer focus across the firm  
/ Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 5th ed.. 
 - New York  McGraw Hill  2009. 
 - xxviii, 708p  ill  26cm 
<br/><br/><label>ISBN: </label>9780073380933  
<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 2009