TY  - BOOK
AU  - Zeithaml, Valarie A. 
AU  - Bitner, Mary Jo.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0072471425
U1  - 658.8 ZEI 23
PY  - 2003///
CY  - Boston : 
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Marketing.
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -