Zeithaml, Valarie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
by Valarie A. Zeithaml, Mary Jo Bitner. 
 - 2nd ed. 
 - Boston, Mass. :  Irwin/McGraw-Hill,  2000. 
 - xxviii, 620 p. :  ill. ;  26 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>Focus on the customer--Listening to customer requirements--Aligning strategy, service design, and standards--Delivering and performing service. 
<br/><br/><label>ISBN: </label>0072312211 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing.<br/>Customer services.<br/>Marketing.