TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0072471425 
U1  - 658.8 21
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  -