Services marketing : integrating customer focus across the firm /
Zeithaml, Valarie A.
Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 6th ed. - New York : McGraw-Hill Irwin, 2013. - xxvii, 642 p. : ill. ; 26 cm.cm.
Includes bibliographical references and index.
9780078112058 (hbk.) RM757.14 0078112052 (hbk.)
Service industries--Marketing.
Customer services.
Marketing.
Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 6th ed. - New York : McGraw-Hill Irwin, 2013. - xxvii, 642 p. : ill. ; 26 cm.cm.
Includes bibliographical references and index.
9780078112058 (hbk.) RM757.14 0078112052 (hbk.)
Service industries--Marketing.
Customer services.
Marketing.