Zeithaml, Valarie A.  <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml and Mary Jo Bitner. 
 - 3rd ed. 
 - Boston :   McGraw-Hill/Irwin,  c2003. 
 - xx, 668 pages :  illustrations ;  26 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0072471425 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing. <br/>Customer services.
<br/><br/><label>Dewey Class. No.: </label>658.8 ZEI