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008			110218s2000 mau 000 0 eng
020			_a0071169946 (Int. ed.)
020			_a0072312211
039		9	_a201304171148 _bizani _c201102181230 _dVLOAD _c201102181223 _dVLOAD _y200407271902 _zVLOAD
082	0	4	_a658.8 _bZEI
100	1		_aZeithaml, Valarie A. _99156
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner.
250			_a2nd ed.
260			_aBoston [Mass.] : _bIrwin/McGraw-Hill, _cc2000.
300			_axxviii, 620 p. ; _c26 cm.
520			_aThis is text for students and businesspeople who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Even manufacturing companies that, in the past, have depend on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages. We wrote this book in recognition of the ever-growing importance of services and the unique challenges faced by managers of services. - Preface.
650		0	_aCustomer services.
650		0	_aMarketing.
650		0	_aService industries _xMarketing. _99157
700	1		_aBitner, Mary Jo. _99158
920			_aADTP : 92073, 92074, 93822
921			_aGEN : 102477
999			_c177075 _d177075