Zeithaml, Valarie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D.Gremler 
 - 6th ed. 
 - Boston :  McGraw-Hill  2013 
 - xxvii, 642 p. :  ill. ;  26 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780071086967 (pbk.) 007108696X 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing<br/>Customer services<br/>Marketing