000			01776cam a22003494a 4500
999			_c130 _d130
001			13812899
005			20190902155809.0
008			041213s2006 mauab b 001 0 eng
010			_a 2004065642
020			_a0072961945 (alk. paper)
040			_aDLC _cDLC _dZET-Ke
042			_apcc
050	0	0	_aHD9980.5 _b.Z45 2006
100	1		_aZeithaml, Valarie A. _9256
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250			_a4th ed.
260			_aBoston : _bMcGraw-Hill/Irwin, _cc2006.
300			_axxvii, 708 p. : _bill., map ; _c27 cm.
504			_aIncludes bibliographical references and index.
505			_aPart 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.
650		0	_aService industries _xMarketing. _9257
650		0	_aCustomer services. _9255
650		0	_aMarketing. _9167
700	1		_aBitner, Mary Jo. _9258
700	1		_aGremler, Dwayne D. _9259
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html
906			_a7 _bcbc _corignew _d1 _eocip _f20 _gy-gencatlg
942			_2lcc _cBK _hHD9980.5