Services marketing : integrating customer focus across the firm /
Valarie A. Zeithaml and Mary Jo Bitner.
- 2nd ed.
- New York : McGraw-Hill, c2000.
- xxviii, 620 p. : ill., figs., tabs. ; 26 cm.
Includes bibliographical references and index.
0072312211 9780071169943
Service industries--Marketing. Customer services. Marketing.