Services marketing : integrating customer focus across the firm /
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
- 4th ed.
- Boston : McGraw-Hill/Irwin, c2006.
- xxvii, 708 p. : ill., map ; 27 cm.
Includes bibliographical references and index.
0072961945 (alk. paper) 0072471425 0071199144
2004065642
Service industries--Marketing. Customer services. Marketing.