Zeithmal, Valarie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler 
 - 5th ed. 
 - Boston :  McGraw-Hill Irwin,  c2009 
 - xxviii, 708 p. :  ill., map ;  26 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780073380933 0073380938 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing<br/>Customer services<br/>Marketing