integrating customer focus across the firm Zeithaml, Valarie A. creator Bitner, Mary Jo. Gremler, Dwayne D. text New York McGraw-Hill Education c 2018 7th ed. monographic xxviii, 514 pages : Illustrations; Includes index. Service industries - marketing. Customer services - marketing HD 9980.5 ZEI 9781260083521 1260083527