00796cam a22002174a 4500020002800000050001900028100002500047245007100072250001200143260004100155300004000196500002000236650003600256650002300292650001500315700002100330700002300351856006800374856006800442856006800510  a0072961945 (alk. paper)00aHD 9980.5bZEI1 aZeithaml, Valarie A.10aServices marketing :bintegrating customer focus across the firm /  a4th ed.  aBoston :bMcGraw-Hill/Irwin,cc2006.  axxvii, 708 pages :bIllustrations ;  aIncludes index. 0aService industries - marketing. 0aCustomer services. 0aMarketing.1 aBitner, Mary Jo.1 aGremler, Dwayne D.42uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html41uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html42uhttp://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html