TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 9780078112058 
AV  - HD9980.5 .Z45 
PY  - 2013///
CY  - New York
PB  - McGraw-Hill Irwin
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes index; Part 1 Foundations for services marketing  1
Part 2 Focus on the Customer  49
Part 3  Understanding Customer Requirements  111
Part 4 Aligning Service Design and Standards  215
Part 5 Delivering and Performing Service  309
Part 6 Managing Service Promises  409
Part 7 Service and the bottom line  469
CASES 495
Photo Credit  620
Index  622
ER  -