Services marketing : integrating customer focus across the firm /
Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremle.
- 6th ed.
- New York : McGraw-Hill Irwin, c2013.
- xxvii, 642 p. : ill. ; 26 cm.
Includes bibliographical references and index.
9780071086967
Service industries--Marketing. Marketing Customer services