TY  - BOOK
AU  - Zeithaml, Valarie A. 
AU  - Bitner, Mary Jo
AU  - Gremler, Dwayne D.
TI  - Services marketing: Integrating customer focus across the firm 
SN  - 9780071244961
U1  - 658.8 
PY  - 2003///
CY  - Boston, [Mass.] ; London : 
PB  - McGraw-Hill, 
KW  - Services marketing
KW  - Customer services
KW  - Marketing
ER  -