TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0071199144
AV  - HD9980.5 .Z45 2003
PY  - 2003///
CY  - Boston, London
PB  - Irwin/McGraw-Hill
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Previous ed.: 2000; Includes bibliographical references and index
ER  -