Services marketing: integrating customer focus across the firm /
Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler.
- 6th ed.
- New York, NY : McGraw Hill Education, 2013.
- [xxviii], 642 p. : ill., graphs, charts, diagrs.
Includes bibliographical references
9780071086967
Service industries--Marketing. Customer services. Marketing.