TY  - BOOK
AU  - Ziethaml, Valerie
AU  - Bitner, Mary Jo (author)
TI  - Services marketing: integrating customer focus across the firm
SN  - 0092471425
AV  - COL HD 9980.5 .Z37 2003 
PY  - 2003///
CY  - Singapore
PB  - McGraw-Hill Pub.
KW  - Service industries -- Marketing
KW  - Customer services
KW  - Marketing
KW  - Services (Industries) -- Marketing
ER  -