Zeithaml, Valarie A <br/><br/>
Services marketing : integrating customer focus across the firm 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler 
 - 5th ed 
 - Boston ; New Delhi  McGraw-Hill Irwin  2009 
 - xxviii, 708 p. : ill., map ; 26 cm 
<br/><br/> Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780073380933 
<br/><br/><label>ISSN: </label>2008003660 
<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