TY  - BOOK
AU  - Zeithaml, Valarie A
AU  - Bitner, Mary Jo.
TI  - Services marketing : integrating customer focus across the firm 
SN  - 0072471425 (alk. paper)
PY  - 2003///
CY  - Boston 
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index
UR  - http://www.loc.gov/catdir/description/mh022/2002025544.html
UR  - http://www.loc.gov/catdir/toc/mh021/2002025544.html
ER  -