Zeithaml, Valarie A. <br/><br/>
Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner. 

 - 2nd ed. 
 - Boston, Mass. : McGraw-Hill, 2003.  Boston, Mass. : McGraw-Hill, 2003. 
 - xxviii, 620 p. : ill. ; 26 cm. 
<br/><br/><label>ISBN: </label>0071169946 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries -- Marketing.        Customer services.               Marketing.