TY  - BOOK
AU  - ZEITHAML, Valarie A
AU  - Bitnar, Mary Jo
TI  - Services marketing: integreating customer focus across the firm
SN  - 0071199144
PY  - 2003///
CY  - Boston
PB  - McGraw-Hill
KW  - Service industries
KW  - Marketing
KW  - Customer services
ER  -