Zeithaml, Valarie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 5th ed. 
 - Boston, MA :  McGraw-Hill/Irwin,  c2009. 
 - xxviii, 708 p. :  ill., map ;  26 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780071263931 (pbk. : int. ed.) 0071263934 (pbk. : int. ed.) 9780073380933 (hbk.) 0073380938 (hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing.<br/>Customer services--Marketing.
<br/><br/><label>Dewey Class. No.: </label>658.8  / ZEI 2009