TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary JO
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0-07-247142-5
U1  - 658.8 Z48 
PY  - 2003///
CY  - MA
PB  - McGraw-Hill
KW  - Marketing
KW  - Service industries
KW  - Customer services
KW  - GENERAL MANAGEMENT
ER  -