Zeithaml, Valarie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 5th ed. 
 - Boston :  McGraw-Hill Irwin,  c2009. 
 - xxviii, 708 p. :  ill., map ;  26 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0073380938 (alk. paper) 9780073380933 (alk. paper) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Marketing.<br/>Service industries--Marketing.
<br/><br/><label>LC Class. No.: </label>HD9980.5  / .Z45 2009 
<br/><br/><label>Dewey Class. No.: </label>658.8