TY  - GEN
AU  - Zeithml, Valarie A.
AU  - Bitner, Mary Jo
TI  - Services Marketing: Integrating customer focus across the firm
SN  - 9780077131715
AV  - HD9980.5 ZEI 2003 
PY  - 2003///
CY  - London
PB  - McGraw- Hill
KW  - Service industries--Marketing
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -