TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 9780073380933 (alk. paper)
AV  - HD9980.5 .Z45 2009
U1  - 658.8 22
PY  - 2009///
CY  - Boston
PB  - McGraw-Hill Irwin
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index
N2  - This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model
ER  -