TY  - BOOK
AU  - Zeithaml, Valarie A.
AU  - Bitner,Mary .J...et al
TI  - Services marketing: integrating customer focus across the firm 
SN  - 9780070964525
AV  - HD 9980.5 SER
PY  - 2007///
CY  - Toronto
PB  - McGraw-Hill Ryerson
KW  - Service industries
KW  - Customer services
KW  - Marketing
KW  - Services (Industrie)
KW  - Service �a la client�ele
N1  - Includes index
ER  -