TY  - BOOK
AU  - Zeithaml, Valarie A.
TI  - Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner
SN  - 0071169946
CY  - Boston, Mass. : McGraw-Hill, 2003.
PB  - Boston, Mass. : McGraw-Hill, 2003.
KW  - Service industries -- Marketing.        Customer services.               Marketing
ER  -