Hoffman, K. Douglas. Services marketing : concepts, strategies, & cases / K. Douglas Hoffman, John E.G. Bateson. - 4th ed. - Mason, OH : South-Western/Cengage Learning, c2011. - xv, 461 p. : ill. ; 26 cm. Includes bibliographical references and index. ISBN: 9781439039397 (hbk.) 1439039399 (hbk.) Subjects--Topical Terms: Service industries--Marketing. Dewey Class. No.: 658.8 / HOF 2011