TY  - BOOK
AU  - Zeithaml, Valarie A. 
AU  - Bitner, Mary Jo
AU  - Gremler, Dwayne D.
TI  - Services marketing : integrating customer focus across the firm 
SN  - 9780073380933 
U1  - 658.8 ZEI 2009 
PY  - 2009///
CY  - New York
PB  - McGraw Hill
KW  - Customer services
KW  - Marketing
KW  - Service industries
ER  -