Services marketing : integrating customer focus across the firm /
Valarie A. Zeithaml and Mary Jo Bitner.
- 3rd ed.
- New Delhi : Tata McGraw-Hill, c2003.
- xx, 668 p. : ill. ; 26 cm.
Includes bibliographical references and index.
0070530424 9780070530423
Service industries--Marketing. Customer services. Marketing