Services marketing : integrating customer focus across the firm /
Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler.
- 5th ed.
- Boston : McGraw-Hill/Irwin, c2009.
- xxviii, 708 p. : ill., map ; 26 cm.
Includes bibliographical references and index.
9780073380933 9780071263931
Service industries--Marketing. Customer services. Marketing