TY - BOOK AU - Zeithaml,Valarie A. AU - Bitner,Mary Jo TI - Services marketing : integrating customer focus across the firm T2 - McGraw-Hill series in marketing SN - 0072312211 : U1 - 658.8 PY - 2000/// CY - Boston PB - Irwin/McGraw-Hill KW - Service marketing KW - Customer services; Service industries; Marketing research; Service delivery; Demand; Capacity; Marketing communication; Pricing; Service quality N2 - Business ER -