01097nam a2200277 a 4500001001400000003000700014005001700021008004100038020001800079020001500097040000800112100002500120245012700145250001200272260004000284300004200324504005000366650003400416650002200450650001400472700002100486700002300507856010600530856009100636856009200727vtls000033909KUKTEM20251117150052.0090115t2009    maua   f b    001 0 eng d  a9780073380933  a0073380938  aUMP1 aZeithmal, Valarie A.10aServices marketing :bintegrating customer focus across the firm /cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler  a5th ed.  aBoston :bMcGraw-Hill Irwin,cc2009  axxviii, 708 p. :bill., map ;c26 cm.  aIncludes bibliographical references and index 0aService industriesxMarketing 0aCustomer services 0aMarketing1 aBitner, Mary Jo.1 aGremler, Dwayne D.42aContributor biographical informationuhttp://www.loc.gov/catdir/enhancements/fy0808/2008003660-b.html42aPublisher descriptionuhttp://www.loc.gov/catdir/enhancements/fy0808/2008003660-d.html41aTable of contents onlyuhttp://www.loc.gov/catdir/enhancements/fy0808/2008003660-t.html