Zeithaml, Valarie; Bitner, Mary Jo <br/><br/>
Services marketing: integrating customer forcus across the firm 

 -  Irwin McGraw-Hill  2000 
 - xxviii, 620p. 
<br/><br/><label>ISBN: </label>0-07-231221-1 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Marketing