01194nam a2200325Ia 4500001000700000003000600007005001700013008004100030010001500071015001500086020001500101020002200116040003500138042000800173050002400181082002100205100003200226245010500258250001200363260003800375300003300413504005100446650004200497650002100539650002900560700002800589856009300617856008500710856007300795276737OCoLC20160527195127.0990512s2000    maua     b    001 0 eng    a 99029464   aGBA0-69918  a0072312211  a0071169946 (pbk.)  aDLCcDLCdUKMdLVBdOI@dBAKER  apcc00aHD9980.5b.Z45 200000a658.8bZ48s22211 aZeithaml, Valarie A.2Local10aServices marketingbintegrating customer focus across the firmcValarie A. Zeithaml, Mary Jo Bitner.  a2nd ed.  aBostonbIrwin/McGraw-Hillcc2000.  axxviii, 620 p.bill.c26 cm.  aIncludes bibliographical references and index. 0aService industriesxMarketing.2Local 0aMarketing2Local 0aCustomer services2Local1 aBitner, Mary Jo.2Local423Contributor biographical informationuhttp://www.loc.gov/catdir/bios/mh042/99029464.html423Publisher descriptionuhttp://www.loc.gov/catdir/description/mh023/99029464.html413Table of contentsuhttp://www.loc.gov/catdir/toc/mh023/99029464.html