TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Zeithaml,Valarie A.-
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0072312211
PY  - 2000///
CY  - Boston
PB  - Irwin/McGraw-Hill
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -