Zeithaml, Valarie A. Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 5th ed. - New Delhi TATA McGraw-Hill c2011. - xxviii, 763 p. : ill., map ; 26 cm. Includes bibliographical references and index. ISBN: 9780073380933 (alk. paper) 0073380938 (alk. paper) 9780070700994 0070700990 LCCN: 2008003660 Subjects--Topical Terms: Service industries--Marketing.Customer services.Marketing. LC Class. No.: HD9980.5 / .Z45 2009 Dewey Class. No.: 658.8