TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0071263934
AV  - HD9980.5 .Z48 2009
PY  - 2009///
CY  - Boston
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Marketing
KW  - Customer services
ER  -