TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0072312211
PY  - 2000///
CY  - Boston, Mass.
PB  - Irwin/McGraw-Hill
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index; Focus on the customer--Listening to customer requirements--Aligning strategy, service design, and standards--Delivering and performing service
UR  - http://www.loc.gov/catdir/description/mh023/99029464.html
UR  - http://www.loc.gov/catdir/toc/mh023/99029464.html
UR  - http://www.mhhe.com
ER  -