Zeithaml, Valarie A.  <br/><br/>
Services marketing :   integrating customer focus across the firm / 
Valarie A. Zeithaml and Mary Jo Bitner. 
 - 2nd ed. 
 - Boston :  Irwin/McGraw-Hill,   2000 
 - xxviii, 620 p. :  ill. ;   26 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780072312218 0071169946 0072312211 9780071169943 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services
<br/><br/><label>Dewey Class. No.: </label>658.8  / ZES