TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0072961945 (alk. paper)
AV  - HD9980.5 .Z45 2006
PY  - 2006///
CY  - Boston
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index; Part one: focus on the customer -- Part two: listening to customer requests -- Part three: aligning strategy, service design and standards -- Part four: delivering and performing service -- Part five: managing service promises -- Part six: the bid picture - closing all the gaps
UR  - http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html
UR  - http://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html
ER  -