Zeithaml, Valarie A. Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 6th ed. - New York, NY : McGraw-Hill/Irwin, c2013. - xxvii, 642 p. : ill. ; 26 cm. Includes bibliographical references and index. ISBN: 9780078112058 (hbk.) 0078112052 (hbk.) 9780071086967 (pbk. : int. ed.) Subjects--Topical Terms: Service industries--Marketing.Customer services.Marketing. Dewey Class. No.: 658.8 / ZEI 2013