Zeithaml, Valarie A. <br/><br/>
Services marketing:  integrating customer focus across the firm/ 
 Integrating customer focus across the firm. 
Valarie A. Zeithaml, Mary Jo Bitner. 
 - 2nd ed. 
 - Boston:  Irwin/McGraw-Hill,  2000. 
 - xxviii, 620 p.:  ill., tabl.;  26 cm. 
 - McGraw-Hill Series in Marketing. .
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0072312211 0071169946 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing.<br/>Customer services.<br/>Marketing.
<br/><br/><label>LC Class. No.: </label>HD9980.5