TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
TI  - Services marketing
SN  - 0070782504
AV  - HD9980.5 
PY  - 1996///
CY  - New York
PB  - McGraw Hill
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -